Associate Fraud & Claims Operations Representative

Associate Fraud & Claims Operations Representative

In this role, you will:

• Review routine fraud alerts, transactions, claims, and referrals using established procedures to reach accurate case outcomes in a call center environment

• Gather, verify, and assess customer information to accurately initiate and support fraud and claims processing

• Manage multiple cases in a high-volume call center environment while meeting quality and service expectations

• Perform operational and customer support tasks related to fraud prevention, dispute resolution, and account servicing via voice and non-voice functions

• Research basic account activity and transaction details to support case review

• Ensure timely, accurate, and complete case handling while partnering with team members for support as needed

• Ask targeted questions and review account activity to understand customer situations and identify potential fraud concerns

• Communicate with customers and internal partners to obtain or provide routine information

Required Qualifications:

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• PHL only: 6+ months of customer service experience in business process outsourcing (BPO) industry 

• Bachelor’s degree in Accounting, Commerce, Finance, or a related field.

• Experience preparing and reviewing reconciliation statements, with a strong focus on accuracy and attention to detail.

• Working knowledge of banking operations processes and financial transactions.

• Strong communication and interpersonal skills, with the ability to collaborate effectively and confidently with a variety of stakeholders.

Desired Qualifications:

• Experience gathering, reviewing, documenting, and analyzing customer and account information to support fraud investigations, claims processing, and risk assessment activities

• Demonstrated analytical thinking, critical thinking, and problem-solving skills to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines

• Ability to actively listen, understand customers, and communicate effectively, including experience asking targeted questions, de-escalating concerns, and accurately documenting customer interactions in a call center environment

• Experience investigating and resolving customer issues while applying sound judgment, compliance requirements, and risk mitigation practices

• Proven skills managing high-volume workloads, adapting to changing priorities, and consistently meeting quality, accuracy, and service expectations

• Experience using multiple systems, tools, and technology platforms to support customer service operations and drive efficient case management

• Strong collaboration skills and experience partnering across teams and stakeholders to achieve shared goals and deliver positive customer outcomes

Job Expectations:

• Ability to work a flexible schedule and support business needs across shifts.

• Willingness to work evening and overnight shifts between 5:30 PM and 2:30 AM IST as required.

• Ability to work in a hybrid work environment