Csr Inbound 4 1 1 - Bogota, Colombia - Foundever

Foundever

Empresa verificada

Bogota, Colombia

hace 6 días

Publicado por:

Carolina González

beBee Recruiter

Descripción

About Us
Foundever is a global leader in the customer experience (CX) industry.

With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands.

Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for the client and our customers.

You will educate customers on risk issues and actions centered around transactions with a primary focus on high-risk transactions.

You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

Primary Job Responsibilities

Assist customers with risk related inquiries regarding disputes.
Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
General knowledge of banking and alternative payment channel operating rules
Investigate dispute claims and ensure compliance with Regulation E with respect to the time frames that govern disputed transactions
Understand chargeoffs involving fraudulent activity and provide resolution to prevent future cases
Investigate fraud notifications to protect the institution from highrisk activity related losses and improve customer experience
Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
Effectively manage cases and communication using Salesforce Service Cloud
Utilize strong deescalation skills to assist customers in need
Meet or exceed established service level agreements and guidelines
Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.

Skills/Knowledge/Abilities

Education
High school diploma or equivalent

Experience Target

Specialized Certifications

About Foundever
Foundever is a global leader in the customer experience (CX) industry.

With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands.

Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.