Remote Fraud Call Center Representative - Puerto Rico

Job description

Remote Fraud Call Center Representative - Puerto Rico Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. As a Customer Service Representative II, you will be responsible for the resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. These individuals work in a fast-paced environment that requires accuracy, use of logic, multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner while delivering a great client experience. They provide seamless service delivery to answer client questions, resolve problems, perform account maintenance, and look for opportunities to deepen relationships through digital solutions. What we offer: • Work From Home • We are currently hiring for the following shifts: 12:00 PM9:00 PM, 3:00 PM12:00 AM. Days off will vary. • Full-Time Employment: Reliable schedule and stability. • Competitive Pay: $12.10 starting on day one. Pay is $12.10/hour which may be below your state's minimum wage. Please take this into consideration when applying. • Night differential: $1.50 per hour for any hours worked between 6pm to 6am AST, Monday through Sunday. This is not a specific overnight shift, the differential applies to hours you work that fall within that time window, based on your assigned schedule. • Weekend Shift Differential: $1.00 per hour (Sat and Sun, 6am-6pm AST) • Paid Training: Get the training you need to excel. • Incentive Plan: Potential to earn up to an additional $350 per month after training by meeting performance metrics. • Full Benefits: Comprehensive benefit options and a great work environment that values your success What You'll Do: • Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns. • Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed. • Process fraud claims and disputes per client guidelines. • Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach. • Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system. • Support team operations with other duties and tasks as assigned. What We're Looking For: • A clear communicator who can explain complex topics in simple terms. • A passionate, reliable professional with integrity and a drive to deliver exceptional service. • Someone committed to excellent attendance and able to follow a structured, full-time schedule. • A confident conversationalist who builds rapport, anticipates needs, and handles objections with ease. • Strong written and verbal communication skills with attention to accuracy. • Comfortable navigating multiple systems and screens in a fast-paced environment. • Ready to take high-volume calls while maintaining focus and professionalism. Required Qualifications: • Must be at least 18 years old and possess a High School Diploma or equivalent. • Must have 6 months of Customer Service, Call Center or Dispatch experience. • Complete a background check, credit check, and security fingerprinting. • Working knowledge of computers and Windows applications. Training Requirements: • Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 23 call handling with support). • Must maintain an average quiz score of 80%+ and complete all required E-Learning training. Technical & Workspace Requirements: • Must have a secure, reliable high-speed internet connection, including a verified speed test of at 50 download Mbps & 10 upload; (no Wi-Fi). • Must maintain a dedicated work area with a desk, chair, power access, and direct LAN (wired) connection. • Company equipment will be provided Preferred Qualifications: • 6 months of experience in the banking or financial industry. Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated hourly rate for this role is $12.10 per hour. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.