Posted in Other 30+ days ago.
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Type: Full Time
Location: Orange, California
The CSR-Fraud Specialist handles customer inquiries, complaints, billing questions, and driver card issues via phone, email and fax. They provide solutions to the customer's fleet needs by using their knowledge of our products and services. In addition to these responsibilities, the Customer Service Fraud Specialist will also be responsible for the documentation and processing of customer fraud claims. Investigating fraud theft within customers accounts. Track and monitors suspicious activity.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Customer Inquiry Resolution- Responds to inquiries using knowledge of company's product and services via phone, email, or fax.
Daily Average call volume-40
Adheres to work schedule and break times
Must follow all policy's and procedures. Paying strict attention to customer notes and instructions issued by sales, credit, or management.
Is able to maintain a professional and courteous relationship with all departments and customers in contact.
Is able to multitask through multiple computer systems.
Is able to identify and priorities work based on level of importance.
Communicates with management if any system/customer larger base issues should come up. Has a sense of urgency and is able to identify such issues.
Is reliable and a good resource for special project or conversions.
Maintain Customers Card Deck- Cancel/unlock/reissue cards on customer's accounts. Place orders for new card request. Suggest card types based on customers current needs and location.
Accuracy of request needs to be at 99.9%
Proactive Calls- Contacts 20 customers on a monthly basis to establish a personal connection and do a review of their card deck. They also seek to find untapped new customer business by asking customer if we are their only fuel provider.
On Call- The customer service rep is required to take On call at minimum once every 3 months. On call will be enforced if unable to find coverage on a voluntary basis. After hours assistance program is assigned from a Friday to Thursday. 5pm-6am on weekdays including Saturday and Sundays. They handle calls using a cell phone and Ipad.
Percent of Limit Calls- Calls on a daily list of customers that have reached 70% or more of their card usage and increases limits on cards as needed.
Variance Report- Calls on a daily list of customers that have an unusual number of transactions in one day on one specific card. This can lead to fraud detection internally or duplicate card fraud.
Voyager Daily Decline Report- Calls on a daily list of accounts that have had cards locked due to the driver entering the wrong pin number more then 3 times in a row. This is also used as a tool for potential fraud.
In addition to the responsibilities of the Customer Service Representative, the Fraud Specialist will assume specialized duties when processing a fraud claim.
Confirming fraudulent activity with the customer
Investigating the account for any additional fraud or suspicious activity and investigate the location(s) in question and identify trends if any
Close out the compromised fuel card and the compromised account
Organize and retrieve all required documentation from customer to submit to Voyager/CFN/Pride Advantage fraud team and document all necessary information in the Card Lock Fraud Log
Notify all personal necessary to create a new account and issue replacement cards
Cooperate and participate in any police investigation / marketer investigation involving fraudulent activity at our proprietary sites. Participation may include log file review, video file download or hard copy request, reviewing video and distributing to all investigating parties, and transaction review for a site in question
Fraud Specialist is responsible for follow up on any open fraud claim, in between their normal activities or unless otherwise scheduled by the rep and supervisor and will need to ensure credits are issued appropriately once a reimbursement check has been received
Perform other job-related duties as assigned by Cardlock Marketing Manager
LOCATION ZIP CODE
High school diploma or equivalent; undergraduate degree preferred
Minimum three years demonstrated customer service experience, preferably phone based
Able to work various scheduled hours and overtime including evenings, weekends, and holidays as needed
Proficient with Microsoft Outlook, Excel and ability to learn new computer programs including in house systems
Able to take On call at least once every 6-7 Weeks and when required
SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled