Experienced Customer Service Advisor for Fraud Prevention and Resolution – Remote Opportunities in Multiple Locations Across the United States

Welcome to blithequark

At blithequark, we are dedicated to helping our customers and communities thrive by making informed financial decisions. Our mission is built on the principle that every individual has unique potential, and we strive to create an environment where our employees can grow, learn, and excel in their careers. With a wide range of opportunities for professional development and a commitment to innovation and community growth, blithequark is the ideal place to start or continue your career journey.

About the Role

We are seeking highly motivated and customer-focused individuals to join our Inbound Fraud department as Fraud Customer Service Advisors. This role is pivotal in providing exceptional support to our credit, debit, and corporate/government card customers who are experiencing suspicious or unauthorized activity on their accounts. As a Fraud Customer Service Advisor, you will be the first point of contact for these customers, and your ability to deliver empathetic, knowledgeable, and efficient service will be crucial in resolving their issues and preventing financial loss.

Key Responsibilities:

• Answering a high volume of incoming calls (approximately 80-120 per day) and providing top-notch support to our customers over the phone.
• Performing various tasks to prevent financial loss, including blocking or placing security holds on accounts, marking lost or stolen statuses on debit and credit accounts, and forwarding fraud and dispute information to the relevant parties.
• Initiating fraud claims and providing updates on existing fraud and dispute claims to our customers.
• Collaborating with multiple departments to resolve fraud and dispute issues efficiently.
• Documenting fraud alerts, building case files, and escalating fraud alerts to the appropriate groups as necessary.

Work Schedule and Location

We are currently hiring for remote positions with a start date in January 2024. The available work schedule is from 3:30 pm to 12:00 am CST, and we are hiring in the following cities/states: Orlando, FL, San Antonio, TX, Louisville, KY, Memphis, TN, Omaha, NE, Tulsa, OK, Birmingham, AL, and Knoxville, TN. Please note that this role includes working every other weekend (both Saturdays and Sundays) and you will receive a varying day off during the week to compensate for the weekend shifts.

Qualifications and Skills

Essential Qualifications:

• A high school diploma or equivalent.
• One to two years of customer service experience.
• One to two years of experience using a computer, particularly with Microsoft Office applications.

Preferred Skills/Experience:

• Some knowledge of consumer, debit, and corporate/government card products.
• Ability to identify and interpret data and resolve exceptions.
• Ability to work with unwritten but generally understood instructions and rely on precedents when available or applicable.
• Strong verbal and written communication skills.
• Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls.
• Proficient computer skills, especially with Microsoft Office applications.

Career Growth and Development

At blithequark, we believe in investing in our people. We offer comprehensive training programs to ensure our representatives are well-equipped to deliver exceptional customer service. Additionally, we provide opportunities for career growth and development, recognizing and rewarding outstanding performance. Our supportive, professional, and pleasant work environment, combined with competitive salaries and an outstanding benefits package, makes blithequark an ideal place to build your career.

Work Environment and Company Culture

Our company culture is built on the principles of diversity, equity, and inclusion. We strive to create a workplace where every employee feels valued, respected, and empowered to contribute their best work. With a strong focus on community involvement and social responsibility, you will have the opportunity to be part of a team that makes a positive impact on the communities we serve.

Compensation, Perks, and Benefits

We offer a competitive salary range of $20.00 - $22.00 per hour, depending on experience. Additionally, our benefits package includes health, dental, and vision insurance, life insurance programs, short and long-term disability, paid time off, a generous tuition reimbursement program, banking discounts, 401K with company match, and pension programs. We also offer a 10% shift differential for qualifying shifts and casual attire in our work environment.

How to Apply

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Fraud Customer Service Advisor position at blithequark. Please submit your application, including your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you and exploring how you can contribute to our team's success.

Diversity, Equity, and Inclusion

blithequark is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. We are dedicated to providing a work environment that is inclusive and respectful of all employees, and we strive to create opportunities for growth and development for every member of our team.

Accommodations for Applicants with Disabilities

If you require any accommodations during the application or hiring process, please do not hesitate to contact us. We are committed to ensuring that our application and hiring processes are accessible to all applicants, and we will work with you to provide any necessary accommodations.