Capital One Agent – Bilingual Customer Experience Specialist – FRAUD
This position is a front-line Contact Center customer service position that provides a wide-range of services to the customer. Agents support both inbound and outbound calls related to reviewing and decisioning accounts suspected of various forms of Fraud. This queue also handles disputes, lost and stolen reports and account restrictions. Agents will also be responsible for reviewing and decisioning accounts and applications based on credit risk, as well as making outbound calls to customers missing application information. This position requires knowledge of a wide number of products and services. Communication is of a routine nature.
Specific Responsibilities
Takes inbound calls from customer relations agents or other inbound queues for disputes or fraud related inquiries
Research customer’s account and respond to disputes or fraud related situations
Interact with other Capital One departments on behalf of the customer
Provide general information and guidance to customers regarding credit cards and general fraud related questions
Deliver customer service meeting the client’s requirements
Fill out online and paper forms or email templates to forward issues to other departments for resolution
Access and negotiate multiple information systems to answer questions
Provide knowledgeable assistance for wide number of products and customer situations and answer general account questions
Perform account maintenance (update addresses, unlock PINs, etc)
Links related fraud accounts together finding common dominators and uses that information to detect further accounts not caught within the fraud defense portfolio
Final decision making for Fraud related inquiries and concerns including but not limited to failed validation, Balance Transfers, Payments, account information changes, new applications and suspicious activity
Applications are to be reviewed for potential fraud concerns
Reports from Trans Union & Equifax are received and are worked daily
Reports are to be completed consisting of Online Banking Reports, Applications report.
Places outbound calls to customers and/or other financial organizations
Ensure Customers are compliant with Capital One’s anti-money laundering regulations & processes
Research customer’s account and credit bureaus responding to credit risk and regulatory requirements
Provide general information and guidance to customers regarding credit cards, Canadian Anti Money Laundering regulations and Identity Fraud
Update missing information and inaccurate information on applications
Supports potential customer during the application process
Provide information pertaining to applications, reasons for declines and expected time frames for application Decisioning
Competencies:
Adaptability: Is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintains focus and intensity and remains calm, optimistic and persistent, even under adversity.
Communications: Spoken/Written: Able to clearly present information through the spoken word, influence or persuade others through oral presentation in positive or negative circumstances, listen well, able to clearly and effectively present ideas and to document activities, to read and interpret written information.
Culture Alignment: Understands the Minacs culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical, and respectful manner.
Customer Focus: Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect. Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.
Decision Making: Exercises good judgment by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience, perceives the impact and implications of decisions, makes effective and timely decisions, is proactive and achievement oriented.
Job Knowledge: Knows, understands and appropriately applies the technical/soft skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in the field.
Problem Solving: Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and or solve problems.
Teamwork: The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.
Additional Comments:
Other duties are required
Come join the Minacs family where you will be part of a fun, professional work place – where 95% of the management team started out in a position just like this!
TO APPLY:
Contact: monctonrecruitment@minacs.com
Minacs is an Equal Opportunity Employer
We thank all applicants, however only those under consideration will be notified
Quote Job Reference: 768436
Posted 2016-02-16