Customer Quality Control Associate

4 days ago

Manila, National Capital Region, Philippines Tenerity Full time $40,000 - $60,000 per year

We are looking for a meticulous and dedicated Customer Quality Control Associate to join our team. The individual in this role will be responsible for analyzing and evaluating validity of our member rebate claims, maintaining and our gaming fraud prevention by providing exemplary analytics and resolution. This individual will achieve fraud goals and standards through overall personal performance and ensure that Tenerity exceeds our members' expectations. Candidates should be comfortable communicating with our members, have a customer service mindset, and be prepared to conduct research into records and transactions of Tenerity claims.

Responsibilities

  • Researches and analyzes customer or client accounts for possible cases of fraud and to prevent future fraud.
  • Identify valid or fraudulent transactions and/or areas that need increased security procedures or software to protect customer accounts.
  • Researches and reports on advanced security options.
  • Serves as customer service contact for customer escalations
  • Responsible for prompt correspondence and follow-up with members via telephone and email.
  • Handle escalated issues via telephone, email and other channels. Research and resolve within stated guidelines
  • Ensure excellent service and maintain high customer satisfaction while working with the customers to validate his/her claim
  • Accurately document all actions taken to ensure only genuine claims are processed within SLA
  • Actively participate in team meetings, sharing information and making suggestions for improvements to fraud operations.
  • Enter member data and request details accurately; track solutions; update records appropriately and in a timely manner.
  • Identify and share suggestions for improvement with management.
  • Maintain a comprehensive working knowledge of all programs, tools and systems supporting operations and fraud analytics.
  • Ensure confidentiality of all information collected during your review of the claims

Qualifications

  • 2 to 4 years of prior fraud prevention experience highly preferred
  • Minimum two years' experience in applied behavior analysis and data analysis preferred.
  • Minimum three years' experience in a customer-focused role
  • Relies on limited experience and judgment to plan and accomplish goals.
  • Strong attention to detail and accuracy to factor every piece of information in the investigation of cases
  • Ability to implement standard concepts, practices, and procedures
  • Demonstrated effective communication and interpersonal skills, both verbal & written with customers and personnel at all levels
  • Ability to work in a team-oriented environment as well as the ability to collaborate with other professionals relevant in performing the job successfully Intermediate to Advanced knowledge/proficiency in Microsoft Excel, Microsoft Power Point, and Microsoft Word required
  • Intermediate to advanced knowledge of Agent workbench tools and customer service applications
  • Excellent listening, interpersonal, analytical and problem-solving skills
  • Must be goal oriented individuals with a strong focus on completing tasks and producing high quality results within a fast-paced environment
  • Ability to handle multiple and shifting priorities
  • Ability to work independently and function as a team member
  • Flexibility to work days/evenings/weekends as needed

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