Address
Form of workCard Fraud Specialist
Work Environment:
- Shifts after training are hybrid remote (1 day per week onsite required)
- Training is 100% onsite and located in Winchester, VA
Normal shift after training
- The current regular shifts available after training would be a Sun-Fri Hybrid Flex schedule with a start times between 10:30am – 4:00pm (Candidates must be open to working the weekend (Saturdays)
Scope:
This team covers a variety of Customer Service duties to ensure quality customer support for members.
Description:
- Ensure account and member security by identifying red flags and safeguarding member assets and account information.
- Assist potentially irate members who are calling in because they’ve been compromised from a Fraudster
- Assist members in the event that their card is frozen, and they can’t make payments (ex. In the grocery store/traveling and can’t pay for things)
- Please note that members could be yelling frequently because of their situation. Candidates must be comfortable in this setting.
- This department has TONS of support. Supervisor/mentors are always there to support them through the entire process
Qualifications
(Required):
- High School Diploma or equivalent.
- Exceptional Customer Service, active listening, and verbal and written communication skills, professional phone voice.
- Problem Solving
- Empathy
- Working with Ambiguity
- Escalated members/High Stress
- MSR needs to be able to stay in control of the phone call, must be direct and not doubt their decisions (if they do, it could derail the call)
- Being able to separate work from their personal feelings
- Providing a lot of feedback regarding controlling the call/handling those particular phone calls if they are getting intimidated
Training
- Training is M-F, 9AM-5:30PM – ON SITE (Training duration is 15 working days consisting of 11 days of trainer led instruction, 4 days of field exercises on the phone)
- Please note that after training, you will take part in a two-week nesting period where you will remain onsite taking calls, have daily one hour debriefs, and receive extra guidance from your supervisor. You would work your assigned shift during nesting (Mon-Fri)
- After nesting, you will work your assigned shift and schedule (Mon-Sat or Sun-Fri) and can then be considered for hybrid work assuming you meet the teleworking guidelines including satisfactory performance & attendance.
- Please note that candidates must complete Bridge training before they are considered for Hybrid, along with the other expectations of attendance/performance, and conversations with their supervisor.
Shifts:
- Representatives will get their schedule 2 weeks ahead of time and will only be scheduled 5 days a week but must be flexible.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
