Job Description

The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. The incumbent will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity. The incumbent may perform back office functions related to research and resolution of fraudulent activity and service support. Assesses the level of risk and makes decisions which directly impact the customer experience. Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution. Experience is gained through training, following established procedures and guidelines and research utilizing multiple systems and tools. Typically reports to Fraud Detection/Prevention Supervisor. Integrity is important in this role. Required Skills: • Customer service experience, demonstrated commitment to providing quality customer service • Proven history of dependability • Proficient with computers. Ability to navigate multiple computer systems while interacting with the customer • Ability to work a flexible schedule to meet business needs • Experience working in a team environment • Ability to think critically and use good, sound judgment in decision making • Self-motivated and goal-oriented • Ability to work in a fast paced call center environment, balancing the need to support the inbound call center while meeting production and quality goals such as Average Handle Time, Availability, Quality, etc. • Excellent verbal and written communication skills • Ability to effectively handle difficult client issues • Proficiency in dealing with customers issues in both a routine and complex environment • Ability to multi-task and proven track record of working independently • Ability to adapt quickly to changes in the environment Desired Skills • College degree or commensurate work experience preferred • 2-4 years of customer service experience • Inbound/Outbound call center experience and/or fraud experience

customer accounts,Inbound/Outbound,call center,inbound,outbound,customer situations,customer service,csr,customer care

Company Description

Not only is Collabera committed to meeting and exceeding our customer’s needs, but we also are committed to our employees’ satisfaction as well. We believe our employees are the cornerstone of our success and we make every effort to ensure their satisfaction throughout their tenure with Collabera. We offer an enriching experience that promotes career growth and lifelong learning for our employees. As a result of these efforts, we have been recognized by Staffing Industry Analysts (SIA) as one of the “Best Staffing Firms to Work For” since 2012 – eight consecutive years in a row. Collabera has 60 offices with a presence in 11 countries and provides staff augmentation, managed services and direct placement services to Fortune 500 corporations across the globe.