Call Center Representative IV - Inbound

Join a leading consumer financing company dedicated to empowering individuals and businesses through responsible access to credit and banking products. For nearly a century, this organization has been at the heart of commerce, helping millions achieve their financial goals and access the things that matter most in their lives. We partner with top talent through Aquent to ensure our teams are equipped to deliver exceptional service and innovative solutions.

Step into a pivotal role within our dynamic Call Center Team, where you will directly impact the financial well-being of our customers. As an Inbound Fraud Representative, you will be the frontline hero, building trust and providing crucial support to cardholders facing potential fraud issues. Your expertise will not only resolve immediate concerns but also foster lasting relationships, ensuring every customer feels valued, secure, and supported on their financial journey. This is an opportunity to make a tangible difference, contributing to a culture that values problem-solving, empathy, and continuous improvement.

What You'll Do

• Handle inbound calls, assisting clients and cardholders in resolving potential fraud issues.
• Review accounts thoroughly and research concerns with precision.
• Respond promptly and effectively to customer inquiries, providing clear information.
• Build strong, trusting relationships with clients, customers, and colleagues.
• Contribute to a supportive team environment, giving and receiving support every step of the way.
• Utilize strong problem-solving and analytical skills to navigate complex situations.

What You'll Bring

• At least 2 years of customer service experience.
• Proficiency in using Chromebooks.
• Proficiency in using dual monitors.
• Flexibility to work between the hours of 8 AM - 8 PM EST and 1 day per weekend (total of 5 working days).
• Ability to multitask effectively in a fast-paced environment.
• Proficiency with Microsoft Office programs, including Outlook, PowerPoint, Word, and Excel.
• Demonstrated intermediate computer skills, including the ability to:
  
  
  
  • Navigate and manage information across multiple windows and software platforms efficiently.
  • Maintain typing proficiency while actively conversing with customers.
  • Utilize Outlook or other Microsoft Office programs effectively.
  • Employ search tools to quickly find necessary information.
  
  
  
  
• Ability to commute to a designated central location within 60 miles or 60 minutes for in-person training and occasional in-person activities.
• Ability to work in a quiet, distraction-free environment. During scheduled work time, you must be able to refrain from personal matters (e.g., personal calls, emails) and restrict visitors or family from your work area.
• Willingness to submit to a background investigation and provide fingerprints as part of our selection process.

Nice-to-Have Qualifications

• 12+ months of experience in the banking or financial industry.
• 12+ months experience working in a virtual environment.
• 12+ months experience working in a call center environment.
• A natural ability to deeply engage with customers and clients, understand their needs, and effectively share solutions.
• A proven track record of building strong rapport and skillfully handling objections or complaints.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Highly self-motivated with excellent organizational skills, able to manage your time and tasks effectively.
• Strong decision-making and problem-solving skills.