Teleperformance

Customer Service Advisor- BFSI-Night shift - V

Job Locations ZA-Cape Town
Requisition Post Information* : Posted Date 3 months ago(9/16/2024 10:11 AM)
Requisition ID
2024-54621
Category
Customer Service/Support
Country
South Africa

Overview

Responsibilities include placing outbound calls, responding to inbound calls, monitoring and working complex cases for credit and debit
accounts in order to identify fraudulent activity and prevent potential high-dollar liability. Fraud Detection mitigates member and credit
union losses via the Falcon Fraud Detection System.

Qualifications

Matric- essential.

12 months expereince 

Responsibilities

.Essential Functions & Responsibilities
● Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and other
general office equipment.
● Ability to function in a production-based environment using various PC applications.
● Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, adjust to frequent
change, and tolerate routine.
● Must have manual dexterity for the purpose of keyboarding, be detail oriented and flexible.
● Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at all
times.
● Ability to explain confusing and complicated topics in a clear and concise manner.
● Analyze, review and work electronic credit and debit card cases produced by the Falcon Fraud Detection System.
● Apply knowledge and experience to detect known fraudster callers and potential new fraudster call patterns, reporting such
calls and identified characteristics to management for immediate fraud prevention action.
● Process Lost/Stolen account calls with a high degree of accuracy due to company exposure to high-dollar liability and to
maintain  the department’s reputation for accuracy and business health score.
● Representatives must be able to independently follow Knowledge Base policies and procedures in lieu of an automated
customer service user application.
● Maintain knowledge of changing fraud activity to analyze transaction patterns, identify trends, and respond quickly to high

risk situations.
● Monitor changing fraud trends, document activity, and report to appropriate department personnel in a timely manner for
reduction of fraud loss.
● Verify appropriate account activity, take correct actions, and place associated notes on accounts to minimize potential fraud
loss, customer inconvenience, and loss of credit union revenue.
● Representatives must be adept at navigating and multitasking between applications, resources and directives.
● Control and manage calls to balance productivity and the member experience.
● Represent the department professionally in all interactions with internal and external customers in an inbound/outbound
high volume fraud call center.
● Perform to the “meets” or “exceeds” level of daily and monthly performance standards, including quality, calls per hour,
adherence, errors, and attendance. Take responsibility for continual performance improvement.
● Maintain schedule flexibility in order to meet business needs and to respond to BCP situations.
● Participate actively in team and department meetings; be a team player.
● Perform other duties as assigned
Physical Demands
● While performing the duties of this job, the employee is occasionally required to talk, hear, handle, feel and sit.
● Specific vision abilities required by this job include close vision.
● Individuals with a disability who are otherwise able to perform 

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