[Remote] Fraud Senior Representative - Work from Home

Note: The job is a remote job and is open to candidates in USA. Capital One is a leading financial services company, and they are seeking a Fraud Senior Representative to provide exceptional customer service while working from home. In this role, you will handle customer inquiries related to fraud and security, ensuring proper follow-up and escalation of issues as necessary. Responsibilities Solving cardmember inquiries regarding fraud or security related concerns Handling inbound servicing calls from customers; completes necessary fraud verification, includes caller authentication, transaction verification, etc. utilizing excellent customer service skills Collecting necessary information and completing a fraud report when the customer confirms unauthorized account activity Ensuring proper follow-up or escalation of account based on call outcome Making outbound calls to verify account activity with customers Actively manage and escalate risk and customer-impacting issues within the day-to-day role to management Skills High school diploma, GED or equivalent certification At least 1 year of customer service or call center experience Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change Demonstrate a strong customer focus rooted in empathy Communicate effectively with peers, management and customers Exercise good judgment and independent decision-making skills Demonstrate exceptional listening, questioning, call control, and de-escalation techniques Be proactive, have effective time management and organizational skills Display dependability with a solid attendance record Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot) A secure home office environment that is free from background noise and distractions A reliable private internet connection that is not supplied via cellular data or hotspot A private network that is password protected where you have ownership or line of sight to every device on the network Internet service must be provided by Cable or fiber Internet Service Providers (ISP) Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions ISP speed on VPN must be at least 100 Mbps download and 10 Mbps upload Hardwire ethernet connection is required At least 2 years of customer service or call center experience Benefits Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being Company Overview Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services. It was founded in 1994, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is