Customer Service Advocate

1 week ago


San Antonio, Texas, United States Conduent State & Local Solutions, Inc Full time

We are seeking a dedicated and customer-focused Fraud Customer Service Representative to join our team at Conduent State & Local Solutions, Inc. in San Antonio, TX.

As a valued member of our team, you will be responsible for resolving multi-product fraud-related client requests by answering calls, chats, or emails in an inbound contact center. This fast-paced environment requires accuracy, use of logic, multi-tasking, and clearly communicating resolutions in an efficient manner while delivering a great client experience.

Key responsibilities include:

  • Answering inbound calls from customers/clients with questions concerning and/or related to their account.
  • Responding and identifying client needs and recommending solutions when fraud has been identified by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
  • Analyzing and identifying potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting.
  • Processing disputes and fraud claims in accordance with client policies and guidelines.
  • Identifying and escalating through appropriate channels for items requiring risk review, exception handling, or further analysis.
  • Explaining complicated topics in a clear and concise manner.
  • Providing a high level of professional and courteous service using empathy when needed, while conducting account investigations.
  • Logging cases in database detailing actions taken on accounts and conversations with customers.
  • Adhering to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.

In exchange for your hard work and dedication, we offer a competitive compensation package including:

  • A starting hourly rate of $16.75.
  • Opportunity to earn up to $350 a month through our RBC Incentive Plan, based on metrics and performance after training.
  • Differential pay of $1.50 an hour for working hours between 6:00 PM to 6:00 AM, Monday - Sunday, or $1.00 an hour for weekend shifts between 6am-6pm.

We also provide paid training, career growth opportunities, and a great work environment. If you're passionate about helping customers solve problems and providing exceptional service, we encourage you to apply for this exciting opportunity.



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