Summary:
To take inbound calls and make outbound calls to handle fraud and dispute-related concerns and recommend optimal solutions within the desired levels of customer service delivery.
Responsible for investigating and analyzing account activity to identify and assess potential fraud and disputed transactions. The role involves direct customer interaction to validate transaction details, ensure accurate claims filing, and uphold account security. The agent is expected to take appropriate action based on findings, which may include processing fraud and dispute claims in line with established procedures and compliance standards.
General Responsibilities:
Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
Will be assigned to:
- Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns
Basic Qualifications:
High School Graduate
Communication skills in delivering appropriate, direct, and straightforward information.
Customer orientation in understanding and listening to customer concerns
Problem solving skills in recommending solutions to address customer needs and expectations
Strong attention to detail and good judgment
Ability to handle difficult calls and sensitive information
Team-player
Computer-literate
Willing to be trained
Preferred Qualifications:
1 year of experience in banking industry preferred for Fraud and Disputes Operations
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).