Customer Service Representative

Fraud/Customer Service Specialist

We are seeking a highly motivated and detail-oriented Fraud/Customer Service Specialist with strong analytical thinking and finance knowledge for a contract-to-hire position. As part of the team, you will play a key role in investigating potential fraudulent activity, delivering exceptional customer service, and leveraging your finance expertise to resolve complex concerns. This dynamic position requires a proactive individual who can think critically, manage sensitive situations, and ensure client satisfaction while helping safeguard the organization's finances and reputation.

Key Responsibilities:

• Fraud Investigation:
• Analyze and resolve suspected fraud cases by reviewing transaction data and customer accounts for irregularities in compliance with company policies and industry regulations.
• Collaborate with other departments, including compliance and risk management, to assess and mitigate potential threats.
• Utilize data analysis tools and methods to identify emerging fraud trends and recommend process improvements.
• Customer Service & Support:
• Respond promptly to customer inquiries related to fraud concerns with professionalism and empathy while protecting sensitive information.
• Provide clear communication to customers on fraud-related issues and resolutions, ensuring a high standard of satisfaction.
• Escalate complex cases to higher-level teams when necessary, ensuring timely follow-up and resolution.
• Financial Operations & Analytics:
• Leverage financial acumen to assess the financial impact of fraudulent cases and support preventative measures.
• Prepare detailed reports and documentation on fraud incidents and support team efforts to develop risk mitigation strategies.
• Assist operations teams with reconciling accounts impacted by fraud-related activity.
• Compliance & Process Improvements:
• Monitor compliance with industry standards, internal processes, and legal requirements for fraud handling and case documentation.
• Identify areas for process optimization and assist with implementing improvements to enhance fraud detection and customer service operations.

Requirements:

• Bachelor's degree in Finance, Accounting, Business Administration, or a related field preferred.
• Proven experience in financial services, fraud investigation, customer support, or a related role (2+ years strongly preferred).
• Strong analytical thinking with the ability to review and interpret financial data, identifying patterns and anomalies.
• Excellent communication skills to handle sensitive customer concerns and convey complex concepts clearly and empathetically.
• Familiarity with fraud detection systems and data analysis tools.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in Microsoft Office Suite (Excel, Word, etc.) and financial software; experience with CRM systems is a plus.