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Customer Service Representative Job In Kansas City, Missouri, Axelon Services Corporation

Published 2022-09-23
Expires 2022-10-23
ID #1181639605
Free
Customer Service Representative Job In Kansas City, Missouri, Axelon Services Corporation
United States, Missouri, Kansas City,
Published September 23, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Per annum
Occupation: Customer service representative


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Description

Job Description: Onsite



The Fraud Representative primarily handles various functions associated with fraud and abuse. Responsibilities include but are not limited to answering calls from both customers and non-customers. This position consists of, but is not limited to handling manual review calls.



Shift/Hours of Operation:



Either set schedule: Sunday - Thursday or Tuesday through Saturday:



Weekday hours are 1pm - 10pm and Weekend hours are 12pm - 9pm.



Training Shift: First two weeks Monday - Friday 9.30AM - 6:30 PM.



MAJOR DUTIES AND RESPONSIBILITIES



Actively and consistently supports all efforts to simplify and enhance the customer experience.



Leverage appropriate resources to support the identification and initiation of fraud or abuse investigations, and ensure relevant information is appropriately collected, analyzed, and documented



Requests additional caller documentation when required for investigation



Completes investigation/documentation and provides communication back to the caller



Bring resolution to fraudulent claims by employing tools that detect and disrupt fraud schemes



Evaluate, process, and document identity theft and customer validation claims



Exceed customer expectations by understanding their specific requirements and impact



Utilize defined metrics for tracking and reporting



Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of the position



Perform other duties as requested by supervisor



REQUIRED QUALIFICATIONS



Skills/Abilities and Knowledge



Ability to read, write, speak and understand English.



Working knowledge of cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management



Critical Thinking skills, ability to make decisions and communicate them despite negative reactions



Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high volume environment



Demonstrated customer interface with good negotiating skills.



Ability to make sound decisions and use proper discretion in handling customer issues within company guidelines



Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers, while maintaining confidentiality



Proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint)



General knowledge of Fraud operations, policies and procedures



Self-starter possessing the ability to work independently while supporting a team environment



Enthusiasm and interest in Fraud, compliance and related services



Ability to remain empathetic while communicating risk decisions, ability to de-escalate calls when communicating difficult messages



Must be able to work in a team environment and adhere to company guidelines and practices.



Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public



Demonstrated working knowledge of computers, spreadsheet and word processing software is required



Requires self-motivation, accuracy, problem solving and the ability to perform effectively in a fast paced multi-tasking environment



Operational knowledge of Sales & Customer Service is preferred



Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values



Education



High school diploma or general education degree (GED)



Bachelor's degree from a four-year college or university; or equivalent training, education or experience preferably in a field related to fraud OR 3+ years of experience in fraud.



Related Work Experience Number of Years



Related experience in similar field and/or training 1+



Experience dealing with and resolving difficult and escalated issues 2+



Experience in fraud or customer service preferred 2+

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    Registered on October 7, 2017

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    Marketing is the study and management of exchange relationships. The American Marketing Association has defined marketing as "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." Marketing is used to create, keep and satisfy the customer. With the customer as the focus of its activities, it can be concluded that Marketing is one of the premier components of Business Management - the other being Innovation.


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