Call Center Representative (Fraud Representative)

Aquent, a leading talent solutions partner, is thrilled to connect you with an extraordinary opportunity at a premier consumer financing company. This role offers a unique chance to directly impact the financial well-being of millions, serving as a critical frontline defender against fraud and a trusted guide for cardholders on their financial journeys. Your expertise will be instrumental in building lasting trust and ensuring financial security in a dynamic, people-focused environment.

This esteemed organization, with nearly a century of pioneering financial services, is dedicated to empowering healthier financial lives. They provide responsible and accessible credit and banking products that support tens of millions of individuals across vital sectors like health, home, auto, and retail. Joining this team means contributing to a mission-driven company that consistently makes a tangible difference in people's lives.

About the Opportunity

Are you ready to be a pivotal force in safeguarding financial well-being and cultivating lasting relationships? We are seeking a dedicated professional eager to join a dynamic call center team, where you will play a crucial role in resolving potential fraud issues for clients and cardholders. This isn't just about handling inquiries; it's about being the first line of defense, building unwavering trust, and ensuring robust financial security for countless individuals. Your sharp attention to detail, exceptional communication skills, and unwavering commitment to service will directly influence the lives of millions, providing clarity and prompt, reassuring resolutions during critical moments. If you thrive in a fast-paced environment and are passionate about helping others, this is your chance to make a profound impact every single day.

What You'll Do

• Expertly handle inbound calls, assisting clients and cardholders in resolving potential fraud issues with precision and empathy.
• Cultivate and maintain strong, trust-based relationships with clients, customers, and colleagues by providing exceptional service and fostering a collaborative spirit.
• Conduct thorough account reviews and in-depth research to provide accurate, comprehensive, and prompt responses to complex concerns.
• Serve as a crucial point of contact, empowering cardholders to navigate their financial journeys with confidence and clarity.
• Actively contribute to a supportive and growth-oriented team environment, where continuous learning, mutual support, and collaborative problem-solving are actively encouraged.

What You'll Bring (Must-Have Qualifications)

• Ability to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. For more information, please visit: https://www.fdic.gov/news/financial-institution-letters/2013/fil13003.html?cf=1
• 24+ months of customer service experience in any field, or military equivalent experience.
• Proficiency in using Chromebook and dual monitor setups.
• Intermediate computer skills, including adept navigation of multiple windows and software platforms, maintaining typing proficiency while engaging with customers, effective utilization of Microsoft Office programs (PowerPoint, Word, Excel, Outlook), and efficient use of search tools to quickly locate information.
• Flexibility to work within the hours of 8:00 am - 8:00 pm, which includes evening shifts and at least one weekend day (comprising a total of 5 working days per week). Your specific schedule will be assigned weekly, either Sunday - Thursday or Tuesday - Saturday.
• Ability to consistently work 40 hours per week; please note that overtime is not available for this role.
• Strong multitasking abilities to manage various tasks and systems simultaneously.
• An effective listener with excellent communication and strong customer service skills.
• Motivated, friendly, and capable of taking direction and executing tasks efficiently.
• Excellent problem-solving and analytical capabilities to address complex issues.
• Ability to commute for in-person training sessions and occasional in-person activities as required.
• Willingness to successfully complete a background investigation and provide fingerprints as part of the selection process.
• A quiet, distraction-free work environment is essential. During scheduled work time, you must refrain from personal matters (e.g., personal calls/emails, caring for others) and restrict visitors from your designated work area.

What Will Set You Apart (Nice-to-Have Qualifications)

• 2+ years of experience within the banking or financial services industry.
• 2+ years of experience working effectively in a virtual environment.
• 2+ years of experience working in a fast-paced call center environment.
• A natural ability to deeply engage with customers and clients, truly understand their needs, effectively articulate and share solutions, build strong rapport, and skillfully handle objections or complaints with grace.
• Comfortable receiving ongoing performance feedback and coaching, utilizing it for continuous improvement.
• Comfortable with ongoing change and adapting quickly to new technology and processes.
• Highly self-motivated with excellent organizational skills, demonstrating strong ability to manage your time and tasks effectively without close supervision.
• Strong decision-making and advanced problem-solving skills.