Fraud Assist Analyst
Summary
Handle inbound calls from fraud victims, provide support and fraud-prevention education, and guide customers through resolution steps in a high-volume call center.
You answer inbound calls from customers affected by fraud and provide support, education, and information about fraud prevention, processes, and products. You handle complex circumstances involving vulnerable customers with empathy, initiate next steps toward resolution, and work within a structured schedule while maintaining service quality across high call volumes.
Responsibilities
- Answer inbound calls from customers affected by fraud
- Provide customer support for fraud-related concerns
- Educate customers about fraud prevention
- Provide information about processes and products
- Handle vulnerable customers with empathy and understanding
- Solve complex customer circumstances
- Initiate next steps toward resolution
- Adhere to scheduled hours, breaks, and call availability expectations
Requirements
- Customer service experience
- Complex inquiry management
- De-escalation skills
- Empathy
- Resilience
- Communication skills
- Ability to work in high-volume environments
- Availability for full-time in-office training for 12 weeks
Benefits
- Flexible hybrid working after the first 12 weeks of training