Job Title: Inbound Fraud Call Center Representative
Location: Charlotte, NC / Cincinnati & West Chester, OH – (Remote)
Employment Type: Contract with potential for conversion
This is Remote only, but candidates must sit within 60 miles or 60 minutes of a Client office
Job Description:
We are seeking Inbound Fraud Call Center Representatives to support fraud-related customer inquiries and operations for a leading financial services organization. This is a customer-facing, high-volume inbound call center role focused on assisting customers with fraud-related concerns, verifying account information, and providing timely support. The ideal candidates will have experience in customer service, banking, financial services, fraud operations, retail banking, or a call center environment. Candidates with customer service experience from other industries are also encouraged to apply.
Important:
This is an entry-level to intermediate call center operations role, not an analyst-level position.
Key Responsibilities:
Handle a high volume of inbound customer calls related to fraud concerns and account activity.
Assist customers with fraud-related inquiries, account concerns, and transaction questions.
Verify customer identity and follow established authentication and security procedures.
Review customer-reported suspicious activity and follow documented procedures for appropriate handling and escalation.
Provide accurate information and professional customer support while maintaining a positive customer experience.
Document customer interactions, account details, and case information accurately in internal systems.
Follow company policies, fraud prevention guidelines, and applicable security and compliance procedures.
Meet established performance metrics, including call quality, productivity, accuracy, and customer satisfaction.
Escalate complex or suspicious cases to the appropriate team when necessary.
Required Qualifications:
Candidates must meet at least one of the following experience requirements:12 months of customer service experience, or 12 months of banking or financial services experience, or 12 months of experience working in a virtual/remote work environment, or 12 months of call center experience.
Preferred Qualifications:
Experience in inbound call centers, customer support, or contact center operations.
Background in retail banking, financial services, fraud operations, or financial customer service.
Experience handling high-volume customer calls and resolving customer concerns.
Strong verbal communication, active listening, and problem-solving skills.
Ability to navigate multiple systems while speaking with customers.
Strong attention to detail and ability to follow established procedures.
Comfortable working in a performance-driven environment.
Work Location Requirements:
The role is remote; however, candidates must reside within 60 miles or 60 minutes of Client.
Target locations include Charlotte, North Carolina, and Cincinnati/West Chester, Ohio.
Candidates must be able to meet the location requirements associated with the assigned office.
Ideal Candidate Profile:
We are looking for dependable, customer-focused professionals with experience in inbound customer service, retail banking, financial services, fraud operations, or other call center environments. Candidates do not need an analyst-level fraud background; strong communication skills, customer service experience, attention to detail, and the ability to follow procedures are the key qualifications.
