Customer Service Specialist

Note:

• The position is ONSITE.

Position Details:

• Position: Fraud & Claims Operations Representative
• Industry: Banking/Financial Services
• Job duration: 6 months (Possible Extension/Conversion based on performance)
• Client Location: West Des Moines, IA 50266
• Hours/Week: 40
• Pay Range: $17 - 18/hour
• Shifts: Sunday - Thursday OR Tuesday - Saturday (2:00 PM - 11:00 PM)

Roles and Responsibilities:

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity. 
• Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customers and to de-escalate difficult, as well as sensitive information as a part of resolving a claim. 
• Receive direction from managers and escalate non-routine questions. 
• Oversee multiple claim types, and take appropriate action to decide the case using multiple systems and applications. 
• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling. 
• Contact third parties for research.

Day-to-Day Activities:

• Answer inbound calls regarding debit/credit card frauds. Initiate claims in case of fraud and release the account after checking all details.
• Sometimes need to make outbound calls for fraud claims

Must-Have's:

• Customer service experience in a call center environment is preferred
• Banking industry experience is preferred
• A college degree is preferred.