Sr. Operations Representative - Disputes and Fraud
Capital One
Sr. Operations Representative - Disputes and Fraud
Job Description
Overview
Summary: To take inbound calls and make outbound calls to handle fraud and dispute-related concerns and recommend optimal solutions within the desired levels of customer service delivery.Responsible for investigating and analyzing account activity to identify and assess potential fraud and disputed transactions. The role involves direct customer interaction to validate transaction details, ensure accurate claims filing, and uphold account security. The agent is expected to take appropriate action based on findings, which may include processing fraud and dispute claims in line with established procedures and compliance standards.General Responsibilities:Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
Will be assigned to:
- Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns
High School Graduate
Communication skills in delivering appropriate, direct, and straightforward information.
Customer orientation in understanding and listening to customer concerns
Problem solving skills in recommending solutions to address customer needs and expectations
Strong attention to detail and good judgment
Ability to handle difficult calls and sensitive information
Team-player
Computer-literate
Willing to be trained
1 year of experience in banking industry preferred for Fraud and Disputes Operations
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Fraud investigationintermediate
- Customer serviceintermediate
- Dispute handlingintermediate
- Account securityintermediate
- Problem solvingintermediate
Required Qualifications
- High School Graduate (experience)
- Communication skills (experience)
- Customer orientation (experience)
- Problem solving skills (experience)
- Strong attention to detail (experience)
- 1 year of experience in banking industry (preferred for Fraud and Disputes Operations) (experience)
Responsibilities
- Handle inbound and outbound calls to identify and investigate fraudulent activities
- Take actions on securing account protection
- Assist customers and merchants in clearing fraud and dispute concerns
- Listen attentively to customers and update account information
- Adhere to company policies and procedures
Answer 10 quick questions to check your fit for Sr. Operations Representative - Disputes and Fraud @ Capital One.
Sr. Operations Representative - Disputes and Fraud
Capital One
Sr. Operations Representative - Disputes and Fraud
Job Description
Overview
Summary: To take inbound calls and make outbound calls to handle fraud and dispute-related concerns and recommend optimal solutions within the desired levels of customer service delivery.Responsible for investigating and analyzing account activity to identify and assess potential fraud and disputed transactions. The role involves direct customer interaction to validate transaction details, ensure accurate claims filing, and uphold account security. The agent is expected to take appropriate action based on findings, which may include processing fraud and dispute claims in line with established procedures and compliance standards.General Responsibilities:Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
Will be assigned to:
- Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns
High School Graduate
Communication skills in delivering appropriate, direct, and straightforward information.
Customer orientation in understanding and listening to customer concerns
Problem solving skills in recommending solutions to address customer needs and expectations
Strong attention to detail and good judgment
Ability to handle difficult calls and sensitive information
Team-player
Computer-literate
Willing to be trained
1 year of experience in banking industry preferred for Fraud and Disputes Operations
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Fraud investigationintermediate
- Customer serviceintermediate
- Dispute handlingintermediate
- Account securityintermediate
- Problem solvingintermediate
Required Qualifications
- High School Graduate (experience)
- Communication skills (experience)
- Customer orientation (experience)
- Problem solving skills (experience)
- Strong attention to detail (experience)
- 1 year of experience in banking industry (preferred for Fraud and Disputes Operations) (experience)
Responsibilities
- Handle inbound and outbound calls to identify and investigate fraudulent activities
- Take actions on securing account protection
- Assist customers and merchants in clearing fraud and dispute concerns
- Listen attentively to customers and update account information
- Adhere to company policies and procedures
Answer 10 quick questions to check your fit for Sr. Operations Representative - Disputes and Fraud @ Capital One.