Fraud Customer Service Co-ordinator
Job ID R82795
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
At Capital One, were building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
Fraud Customer Service Coordinator
Capital One have several exciting opportunities in our Fraud Operations for customer focused and inquisitive individuals. This is a role where you will have the opportunity to continually learn more and develop.
You will support the business and customers across Fraud Operations through correct identification and resolution of cardholder queries regarding fraudulent activity and disputed transactions. There are a variety of different aspects of work including Application Fraud, Transaction Fraud, Account Takeover, Credit Abuse, Fraud Recoveries and Disputed Transactions. The role is split between voice and back office, and you will be required to do both, depending on service requirements.
Investigate all forms of inbound and outbound cardholder contact for all areas of Fraud
Protect the business from fraud losses with proactive identification of fraudulent applications and transactions
Protect victims of fraud and genuine customers by providing exceptional customer service and investigating claims of fraud within a timely manner
Flag issues in an appropriate manner so fraud defences can be improved and limit risk to the business
Utilise Visa & MasterCard charge back tools and interpret scheme rules to prevent customer and department losses
Negotiate with both merchants and banks regarding the settlement of disputes when appropriate
Offer exceptional customer service providing one call resolution
Support the ongoing development of the department by utilising Agent Feedback Loop to improve processes
Essential skills and experience
Accurately follow process guidelines with attention to detail and ability to interpret technical data
Adherence to internal and external compliance requirements
Demonstration of solid judgment in decision making
A confident communicator
Ability to work as a team and be flexible and proactive in providing support to areas where required
Desirable skills and experience
Previous employment within a financial services industry
Previous customer facing/phone experience
Previous experience working in a fraud or disputes role
What will we offer you?
A great team environment, fantastic workspace with games rooms, gym and onsite restaurant and of course well make sure you're handsomely rewarded.
As well as an annual salary of £20,000.00 you can look forward to a great pension scheme, generous holiday entitlement and private medical insurance. We also offer other useful and flexible benefits.
If your application is successful, you will be invited to attend an Assessment session on Wednesday 11th September so you need to be available on that day. Start date is 14th October.
Capital One is committed to diversity in the workplace.
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