Fraud Monitoring Representative

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At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

Are you ready for a rewarding career?

Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.

Come and join our community!

General Description

Interact with customers to resolve inquiries regarding a fraud-or security-related concern, such as verifying flagged transactions, caller authentication, reporting an account as fraud, etc. Research and resolve their service-related problems in an accurate and prompt manner. Manage incoming calls and referrals from other departments, also generating outbound calls to validate customer transactions when necessary.

• Location : San Juan, Cupey

Full Time and Part Time Job Opportunity

Must be able to participate in an onsite training from Monday to Friday 9am to 6pm during 4 consecutive weeks in San Juan.

Essential Duties and Responsibilities

• Provide exceptional customer service by responding to all customer service requests, customer calls, customer emails and written correspondences.
• Build rapport with each customer. Actively listen to customers' requests and inquires. Identify and assess customers' needs to achieve satisfaction.
• Executes routine inbound and outbound call center activities concerning the bank products and services, using alternatives as per quick references, scripts, and established guidelines and under supervision, to meet business expectations.
• Handle inbound customer calls; complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills.
• Leverage systems to support the identification and initiation of fraud investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
• Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.
• Analyze fraud alerts and manage appropriately.

Education

24 Bachelor's degree credits approved

Experience

Two (2) years of experience in a customer service environment, preferably call centers.

Other Qualifications

• Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service oriented.
• Detail-oriented with analytical skills.
• Excellent oral and written communication skills in English and Spanish.
• Ability to establish priorities and to work with multiple tasks simultaneously.
• Ability to work under pressure and with a sense of urgency, to work with a team and collaborate with others to accomplish common goals.
• Excellent interpersonal and communication skills towards customers and coworkers.
• Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, Power Point, etc.).
• Some positions may require working sitting down or standing up and using telephone equipment.

Competencies

Accountability Analytical Discipline Collaboration & Teamwork Change Agent Customer Centric Self Development Business Excellence Character

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

If you have a disability and need assistance with the application process, please contact us [email protected]. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

As Puerto Rico's leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular's employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

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Popular is an Equal Opportunity Employer

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