About the position
As a Remote Digital Fraud Representative at TEKsystems, you will play a crucial role in assisting members who have experienced fraud or scams related to Zelle transactions. This position is designed for individuals who are empathetic, dependable, and committed to providing exceptional customer service. You will be responsible for taking back-to-back inbound calls, addressing member concerns, and navigating multiple computer programs to resolve issues effectively. The role requires you to work from a dedicated workspace that is free from distractions, ensuring that you can focus on providing the best support to our members. The training for this position is comprehensive, lasting 15 working days, which includes 11 days of trainer-led instruction and 4 days of field exercises. After training, you will enter a two-week nesting period where you will take calls while receiving additional guidance from your supervisor. Your regular shifts will be scheduled flexibly, with a start time of 4:00 PM CST, and you must be open to working weekends. This role is not just about answering calls; it’s about making a positive impact on the lives of our members by providing reassurance and support during challenging times. Successful candidates will demonstrate strong time management and decision-making skills, as well as the ability to adapt to various situations. You will be expected to maintain a professional demeanor while handling sensitive issues, ensuring that each member feels heard and valued. This position is ideal for those who thrive in a fast-paced environment and are looking to make a meaningful contribution to the community.
Responsibilities
- Take back-to-back inbound calls from members needing assistance with Zelle or reporting fraud.
- Provide reassurance and support to members experiencing issues related to Zelle transactions.
- Navigate multiple computer programs and use two monitors to resolve member concerns effectively.
- Demonstrate exceptional customer service and active listening skills during each interaction.
- Maintain a professional phone voice and communicate clearly, both verbally and in writing.
- Ask probing questions to understand member issues and diffuse tense situations when necessary.
- Manage time effectively to handle calls and resolve issues promptly.
- Participate in training and nesting periods to enhance skills and performance.
Requirements
- High School Diploma or equivalent.
- Exceptional customer service skills and active listening abilities.
- Strong verbal and written communication skills with a professional phone voice.
- Proficiency with computers and strong typing skills.
- Ability to ask probing questions and diffuse tense situations when needed.
- Strong time management and decision-making skills.
- Adaptability and accountability in a fast-paced environment.
Nice-to-haves
- Experience in a customer service role, particularly in a call center environment.
- Familiarity with digital payment systems, especially Zelle.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
- Voluntary Life Insurance and AD&D for employees and dependents
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation, or Sick Leave
