Contact Center Quality Manager jobs in Abilene, TX

Description

Summary of This Role

Investigates potential credit card fraud cases based on information received from the fraud detection system. Analyzes several aspects of account history, to include payment and transaction history. Contacts customers to obtain additional information regarding fraudulent charges. Maintains accurate and complete documentation of all information necessary for the investigation.

Pursuant to requirements set forth in CO Equal Pay for Equal Work Act, the compensation for this position is $15 p/hour.

Non-exempt: Use hourly pay range listed

Maximum pay is $15 p/hr

What Part Will You Play?

• Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues. Assists with the completion of the lost stolen report, such as block and transfer of compromised accounts to prevent further losses and fraudulent activity. Builds the credit card replacement orders and completes shipping materials.
• Begins to build knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Must Have one full year of recent contact center and or work from home contact center experience in the last 18 months.
• The pay for this role is $15.00 per hour plus a 5% language differential once you begin taking Spanish calls. This will get you to a total of $15.75 per hour. This is an entry level role and the pay is non-negotiable.
• You must be flexible and open to work schedules that are mid shift to late shifts that include working the weekends as part of you weekly schedule.

• Once you have applied you will complete a On Demand digital interview. The Recruiter will review and then reach out to you for final phone interview.

• Remote office internet connection via DSL or Cable Modem with a minimum speed of <50mbps download and <15Mb upload.

• This role requires you to be on camera at all times.

• This role is not bonus eligible.

• This is a US only based role.

• #Li- Remote
  

Preferred Qualifications

• previous work experience in a fraud related field.

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.