CSR Inbound 4 - #5762900

About Us

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter

Job Summary

In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for the client and our customers. You will educate customers on risk issues and actions centered around transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported

Primary Job Responsibilities

• Assist customers with risk related inquiries regarding disputes.
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
• General knowledge of banking and alternative payment channel operating rules
• Investigate dispute claims and ensure compliance with Regulation E with respect to the time frames that govern disputed transactions
• Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
• Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
• Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
• Effectively manage cases and communication using Salesforce Service Cloud
• Utilize strong de-escalation skills to assist customers in need
• Meet or exceed established service level agreements and guidelines
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.

Skills/Knowledge/Abilities

Education

High school diploma or equivalent

Experience Target

Specialized Certifications

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.