Senior Executive

  Essential Functions

• Fraud Servicing Representative will be required to take inbound calls from Client's customer and assist them with their queries pertaining to but not limited to reasons such as generic enquiry around account restrictions / check verification, identity verification, receiving additional information and inputting information into the system
• Problem solves, communicate, and promptly handle escalated issues requiring special handling through coordination with various internal departments to find resolution on customer query/issues/concerns
• Manage customer expectations on timeline and resolution. Find best solutions to ensure customer requirements are met  
• Proactively follow up on outstanding issues with internal functional areas as well as with external clients.
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines

Primary Internal Interactions

• Take inbound calls related to fraud related queries and provide required information as per pre-defined standard operating procedure
• Communicating account requirements and investigation timeframes to members
• Adhering to process guidelines and standard operating procedures to perform responsibilities and duties
• Documenting effectively, all communications with callers
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines