Job Overview:
The role of the Customer Specialist encompasses fraud detection, prevention & investigation across various aspects. This includes utilizing tools, systems, and reports to manage & control fraud incidents impacting business operations.
Key Responsibilities:
* Investigate and verify application data using fraud detection and prevention tools to identify fraudulent and suspicious activity.
* Ensure all fraudulent and suspicious activity is fully investigated and documented, with preventative measures taken.
* Liaise with merchant partners and internal teams to prevent fraudulent applications and minimize losses.
* Make sound judgments and final decisions on applications based on customers' credit worthiness and relevant guidelines.
* Keep fraud detection tools up-to-date and ensure all cases are actioned in a timely manner.
* Liaise with credit bureaus and other financial institutions to confirm and/or identify fraudulent and suspicious activity.
* Assist external financial institutions with fraud queries.
Required Skills & Qualifications:
* Superior active listening, negotiation, and problem-solving skills.
* Excellent communication skills (both oral & written).
* High-level resolution and decision-making ability, matching the appropriate solution to each situation.
* Ability to work autonomously and match solutions to customer circumstances in a compliant environment.
* Ability to overcome objections and take feedback.
* Customer-centric approach - Prioritizing delivery to customers, ensuring they are treated with respect and empathy, and that their needs are prioritized.
* Decision-Making - Capability to make quick and informed decisions based on data analysis and risk assessment.
* Analytical Skills - Ability to analyze and interpret data to uncover and prevent fraudulent activity.
* Communication - Ability to clearly communicate fraud decisions to stakeholders and customers as required.
* Knowledge of Fraud Prevention Techniques - A deep understanding of current fraud prevention technologies, strategies, and trends.