Date: Jan 14, 2025 Location: San Juan, PR Company: Popular Workplace Type: On-site Fraud Monitoring Representative General Description Interact with customers to resolve inquiries regarding a fraud-or security-related concern, such as verifying flagged transactions, caller authentication, reporting an account as fraud, etc. Research and resolve their service-related problems in an accurate and prompt manner. Manage incoming calls and referrals from other departments, also generating outbound calls to validate customer transactions when necessary. + Location : San Juan, Cupey - On-Site Part Time & Full Time Job Opportunities Available Shifts + Monday to Friday from 7:00pm-4:00am (Overnight) + Monday to Friday from 4:00pm-9:00pm (Part Time) + Friday to Monday from 6:00am-11:00am (Part Time) Must be able to participate in an onsite training from Monday to Friday 9:00am to 6:00pm during 4 consecutive weeks in San Juan. Essential Duties and Responsibilities • Provide exceptional customer service by responding to all customer service requests, customer calls, customer emails and written correspondences. • Build rapport with each customer. Actively listen to customers’ requests and inquires. Identify and assess customers’ needs to achieve satisfaction. • Executes routine inbound and outbound call center activities concerning the bank products and services, using alternatives as per quick references, scripts, and established guidelines and under supervision, to meet business expectations. • Handle inbound customer calls; complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills. • Leverage systems to support the identification and initiation of fraud investigations, and ensure relevant information is appropriately collected, analyzed, and documented. • Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers. • Analyze fraud alerts and manage appropriately. Education 24 approved credits or equivalent combination of education and experience. Experience Two (2) years of experience in a customer service environment, preferably call centers. Other Qualifications • Must have an excellent disposition and outstanding customer service skills, including telephone skills and etiquette, be customer service oriented. • Detail-oriented with analytical skills. • Excellent oral and written communication skills in English and Spanish. • Ability to establish priorities and to work with multiple tasks simultaneously. • Ability to work under pressure and with a sense of urgency, to work with a team and collaborate with others to accomplish common goals. • Excellent interpersonal and communication skills towards customers and coworkers. • Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, Power Point, etc.). • Some positions may require working sitting down or standing up and using telephone equipment. Values Build the Future Own Every Moment Passion for People Succeed Together Important:The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary. ABOUT US Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds. We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events. If you have a disability or need more information about requesting an accommodation, please contact us atasesorialaboral@popular.com.This email inbox is monitored for such types of requestsonly. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response. Are you ready for a rewarding career? Popular is an Equal Opportunity Employer Learn more about us at www.popular.com and keep updated with our latest job postings atwww.jobs.popular.com. Connect with us! LinkedIn (http://www.linkedin.com/company/banco-popular-de-puerto-rico) | Facebook (http://www.facebook.com/popular/) | Twitter (http://twitter.com/popular?lang=es) | Instagram (http://www.instagram.com/popular.pr?igshid=ykmhge270ti5communitybank/) If you are a California resident, pleaseclick hereto learn more about your privacy rights.