NewComienzos

Financial Planning and Analysis

• Handle a steady volume of customer calls in a structured, fast-paced contact-center environment
• Assist customers experiencing suspected fraudulent or unauthorized account activity
• Review account information and customer-provided details to identify potential fraud, unusual activity, or risk indicators
• Gather and analyze relevant information to determine appropriate actions and next steps
• Ask effective questions and provide personalized solutions based on each customer's situation
• Communicate clearly, professionally, and empathetically during sensitive or stressful customer interactions
• Apply sound judgment and decision-making when evaluating customer and account situations
• Navigate multiple systems and applications simultaneously with speed and accuracy
• Protect confidential customer, account, and personal information
• Follow security, fraud-prevention, servicing, regulatory, and compliance procedures
• Meet performance standards for quality, productivity, customer satisfaction, schedule adherence, and compliance
• Take ownership of customer concerns and work toward resolution during the initial interaction whenever possible

Bilingual Fraud Prevention Specialist – Financial Services