Fraud Prevention Representative (Mesa, AZ) in Tempe, AZ at Sears Member Services Organization

Date Posted: 3/28/2019

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Job Snapshot

Employee Type:

Full-Time
Location:

Tempe, AZ
Date Posted:

3/28/2019
Job ID:

961747BR

About Us

Member Services Organization, a key contact center interaction point for our customers, handles 39+ million interactions annually through voice, chat, text, email, offline and interactive voice resolution. The MSO supports seven key Sears business units: Shop Your Way, Retail, Online, Repair, Delivery, Installation, and PartsDirect. Our network of domestic contact centers includes Round Rock and San Antonio, TX and Tempe and Tucson, AZ. Whether we are assisting customers with a new purchase, scheduling maintenance or repair services, or researching and resolving issues, our MSO contact center and support professionals focus on creating a positive member experience with each interaction.

Job Description

Req/Job ID: 961747BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 49028: SEARS HS-TEMPE SUPT CTR

Job Summary: The Fraud Prevention Representative is responsible for preventing or minimizing potential fraud losses on the Company website by verifying purchases, account holder identity and account transactions based upon models and metrics. Job Duties/Responsibilities: • Receives inbound calls from customers, the web center and internal business units • Makes outbound calls and sends email correspondence to verify customer purchases • Complies with all applicable laws, regulations, policies and procedures • Works orders appearing in the queues assigned specifically to the Fraud Prevention Representative • Carries out fraud counter measures designed and developed by Customer Direct policy and Loss Prevention Operations • Handles other high-risk orders transferred from other areas within the Company • Refers specific orders to Managers for approval as required • Identifies or reports fraud methods of operation and trends • Responds to information requests from the retail organization or web center • Works toward individual and team performance goals as defined by management • Performs all activities in a manner that will promote and preserve customer goodwill • Performs other duties as assigned

Job Requirements

Required Skills:
• Ability to have a clear focus on the customer
• Good communication skills
• Ability to pay attention to detail
• Ability to work in a fast-paced environment
• Decision making skills to determine adding or removing blocks from customer accounts
• Basic computer skills (Microsoft Windows)
• Frequent sitting, some standing and walking, bending and reaching as necessary
• Ability to frequently use fingers and hands to manipulate computer and telephone equipment
• Ability to communicate with customers and co-workers while continuously wearing a telephone headset Preferred Skills:
• 6 months call center experience
• Fraud prevention experience

#CallCenter
49028