Fraud Senior Representative - Work from Home

* Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
* Demonstrate a strong customer focus rooted in empathy
* Communicate effectively with peers, management and customers
* Exercise good judgment and independent decision-making skills
* Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
* Be proactive, have effective time management and organizational skills
* Display dependability with a solid attendance record
* Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)
* Solving card member inquiries regarding fraud or security related concerns.
* Handling inbound servicing calls from customers; completes necessary fraud verification, includes caller authentication, transaction verification, etc. utilizing excellent customer service skills.
* Collecting necessary information and completing a fraud report when the customer confirms unauthorized account activity.
* Ensuring proper follow-up or escalation of account based on call outcome.
* Making outbound calls to verify account activity with customers.
* Actively manage and escalate risk and customer-impacting issues within the day-to-day role to management.
* High school diploma, GED or equivalent certification
* At least 1 year of customer service or call center experience

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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