Sr. Operations Representative

Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Operations Representative - Disputes and Fraud

*Summary:*
To take inbound calls and make outbound calls to handle fraud and dispute-related concerns and recommend optimal solutions within the desired levels of customer service delivery.

Responsible for investigating and analyzing account activity to identify and assess potential fraud and disputed transactions. The role involves direct customer interaction to validate transaction details, ensure accurate claims filing, and uphold account security. The agent is expected to take appropriate action based on findings, which may include processing fraud and dispute claims in line with established procedures and compliance standards.

*General Responsibilities*
:****

• Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed
• Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.
• Training. Completes and passes assessment of required trainings within timelines to prevent potential job risks
• Will be assigned to:
• Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns

*Basic Qualifications:*

• High School Graduate
• Communication skills in delivering appropriate, direct, and straightforward information.
• Customer orientation in understanding and listening to customer concerns
• Problem solving skills in recommending solutions to address customer needs and expectations
• Strong attention to detail and good judgment
• Ability to handle difficult calls and sensitive information
• Team-player
• Computer-literate
• Willing to be trained

*Preferred Qualifications:*

• 1 year of experience in banking industry preferred for Fraud and Disputes Operations

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections ; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).