Experienced Fraud Customer Support Senior Specialist for 3rd Shift Operations – Critical Thinking, Analytical Reasoning, and Exceptional Customer Service Skills Required

Welcome to blithequark

At blithequark, we are dedicated to providing exceptional customer experiences while safeguarding our clients' financial well-being. As a leader in the financial services industry, we recognize the importance of having a skilled and compassionate team that can address complex customer inquiries with precision and empathy. Our commitment to excellence has earned us a reputation for reliability and trustworthiness, and we are now seeking an experienced Fraud Customer Support Senior Specialist to join our team on the 3rd shift.

Job Overview

In this critical role, you will be responsible for handling routine customer fraud inquiries, utilizing your critical thinking skills to address customer concerns, and providing accurate claims processing while maintaining detailed records. Your ability to break down complex customer information into manageable components, demonstrate empathy, and apply analytical reasoning during customer interactions will be essential in resolving issues efficiently and effectively. As a senior specialist, you will navigate multiple bank systems to understand issues, assess outcomes related to fraud inquiries, and document proposed solutions clearly to gain customer consent.

Key Responsibilities

• Handle routine customer fraud inquiries using critical thinking skills to address customer concerns and provide personalized support.
• Break down customer information into manageable components while demonstrating empathy and understanding of their situation.
• Utilize active listening skills to apply analytical reasoning during customer interactions, ensuring that all issues are thoroughly addressed.
• Navigate multiple bank systems to understand issues, assess outcomes related to fraud inquiries, and identify opportunities for process improvements.
• Document proposed solutions and next steps clearly in multiple systems to gain customer consent and ensure seamless issue resolution.
• Provide accurate claims processing and maintain claim records using established procedures, adhering to regulatory requirements and internal policies.

Requirements

To be successful in this role, you will need to possess the following essential skills and qualifications:

• General PC troubleshooting and navigation skills, with the ability to quickly adapt to new systems and technologies.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook, with excellent typing skills and attention to detail.
• Effective telephone etiquette and active listening skills, with the ability to communicate complex information clearly and concisely.
• Strong written and verbal communication skills, with excellent problem-solving and analytical reasoning abilities.

Nice-to-Haves

While not essential, the following skills and experiences are highly desirable:

• 2+ years of experience in Fraud Analysis, Financial services, Customer service, or Contact center, with a proven track record of success in a fast-paced, customer-centered environment.
• Ability to work independently and as a team player, with strong organizational skills and the ability to prioritize tasks effectively.
• Experience in a fast-paced customer-centered environment, with a strong focus on providing exceptional customer service and support.
• Solid knowledge of department computer applications and systems, with the ability to quickly learn new systems and technologies.
• Demonstrated stable job history, with a commitment to ongoing learning and professional development.

Skills and Competencies

To excel in this role, you will need to possess a unique combination of technical, business, and interpersonal skills, including:

• Technical skills: Proficiency in Microsoft Office, general PC troubleshooting and navigation skills, and the ability to quickly adapt to new systems and technologies.
• Business skills: Knowledge of financial services, fraud analysis, and customer service principles, with the ability to apply this knowledge in a fast-paced, dynamic environment.
• Interpersonal skills: Excellent communication, active listening, and problem-solving skills, with the ability to work effectively with customers, colleagues, and other stakeholders.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with ongoing learning and development opportunities, including:

• Comprehensive training programs, designed to enhance your technical, business, and interpersonal skills.
• Opportunities for career advancement, with a clear path for professional growth and development.
• A supportive and collaborative work environment, with a strong focus on teamwork, innovation, and excellence.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and customer-centered, with a strong focus on providing exceptional service and support. We pride ourselves on our:

• Supportive and collaborative culture: We believe in working together to achieve common goals, with a strong emphasis on teamwork, communication, and mutual respect.
• Innovative and dynamic environment: We are constantly seeking new ways to improve our processes, products, and services, with a strong focus on innovation, creativity, and excellence.
• Commitment to excellence: We are dedicated to providing exceptional customer service, with a strong focus on quality, accuracy, and attention to detail.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A competitive salary, with opportunities for bonuses and incentives.
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and other perks.
• A supportive and collaborative work environment, with a strong focus on work-life balance, flexibility, and employee well-being.

Conclusion

If you are a motivated, customer-focused professional with a passion for fraud analysis, customer service, and critical thinking, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Fraud Customer Support Senior Specialist, you will play a critical role in providing exceptional customer service, supporting our customers' financial well-being, and contributing to the success of our organization. Don't miss this chance to take your career to the next level and join a dynamic, innovative team that is dedicated to excellence and customer satisfaction. Apply now to become a part of the blithequark team and start making a difference in the lives of our customers!