customer relations New Albany, OH
Job description
About This Role
Discover. A brighter future.
We offer 100% remote, combo, or on site - it’s your choice!
And… After you join the team, Discover will provide eligible employees with a one-time allowance of $500 to cover the costs of setting up a home office and a monthly internet reimbursement of $60.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description:
Class Start Date: August 2023
Shift Requirements:
(OH, PA, DE, NJ, MD) START time of 3:30PM - 12:00AM ET
(UT) START time of 1:30PM - 10:00PM MT
(AZ) START time of 12:30PM - 9:00PM MST
Note: Shifts are Monday - Friday with weekends as assigned
What You’ll Do
Resolves complex cardmember inquiries regarding a fraud or security related concern. Some examples include: verifying flagged transactions, caller authentication, reporting an account as fraud, etc.
Takes incoming calls and referrals from other departments, and may make outbound calls at times.
Performs research on customer fraud claims to validate claims, including applicable questioning to determine correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining balance.
Performs in depth account review and probes for facts.
Searches and identifies best solution for customer.
Partners with customer to determine whether to status fraud or non-fraud.
Utilizes excellence customer service skills on all inbound calls received.
How You’ll Do It
Answers inbound customer calls reporting fraud which can include identity theft, blocked debit cards & Zelle, frozen accounts, check holds, document review and updates. Completes necessary fraud verification, including caller authentication, transaction verification, etc. utilizing excellent customer service skills. In specifically assigned roles also responsible for handling Spanish calls and translation calls for investigations
Collects necessary information and completes a fraud report when the customer confirms unauthorized account activity. Determines fraud type based on conversation with account holder and in certain instances fraud claim liability.
Ensures proper follow-up or escalation of account based on call outcome.
Makes outbound calls to verify account activity with the customer.
Documents all investigative activities.
On specific teams, provides overflow support for pre-booking department application review calls.
Qualifications You’ll Need
The Basics
Strong verbal communication and problem-solving skills
Ability to multi-task, as needed, to get the job done
Bonus Points If You Have
High school diploma or GED
1+ years of experience in fraud, customer service, or related
A quiet workspace (no background noises that can hinder customer interactions)
Internet service with a minimum speed of 5mbps
Personal smartphone or a tablet
#INDDFS, #ZRDFS, #Remote and #BIRemote
A credit screening may be required for some roles within Discover Home Lending.
Compensation:
The base pay for this position generally ranges between $18.00 to $20.33. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:
Paid Parental Leave
Paid Time Off
401(k) Plan
Medical, Dental, Vision, & Health Savings Account
STD, Life, LTD and AD&D
Recognition Program
Education Assistance
Commuter Benefits
Family Support Programs
Employee Stock Purchase Plan
Learn more at MyDiscoverBenefits.com.
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)
