Inbound Customer Service Representative (Financial)

Customer Service Representative

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

VXI is looking for highly motivated and qualified Customer Service Representatives to work full-time on-site in our world-class contact center in Morrow, GA.

As a Customer Service Representative, you will be responsible for providing excellent customer service and support to our client's cardholders who are calling in for support with their pre-paid cards or with inquiries related to fraudulent activities and suspicious transactions involving their credit cards. You will handle inbound customer inquiries, resolve issues, and assist customers with card-related matters. You will also play a critical role in mitigating fraud risks by identifying and investigating potential fraudulent incidents, providing support to affected cardholders, and taking appropriate actions to protect their accounts and personal information. You will be a crucial link between our client and their customers, ensuring a positive and seamless cardholder experience.

Key Responsibilities:

• Customer Support: Handle inbound calls from cardholders and address their inquiries, concerns, and issues promptly and professionally. Provide accurate information about card features, usage, and benefits.
• Problem Resolution: Troubleshoot and resolve customer issues related to card activation, balance inquiries, transaction disputes, lost or stolen cards, PIN resets, and other card-related matters. Utilize available resources and systems to efficiently resolve problems
• Fraud Investigation: Receive and process inbound calls from cardholders who report suspicious transactions, unauthorized charges, or potential fraud on their accounts. Conduct thorough investigations to determine the legitimacy of these claims
• Transaction Verification: Utilize available tools and resources to verify the authenticity of suspicious transactions, identifying potential patterns of fraudulent activity.
• Account Maintenance: Assist customers with updating their account information, verifying identity, and ensuring compliance with security and regulatory requirements
• Promote Additional Services: Educate customers about additional services, promotions, and rewards associated with their pre-paid cards, with the aim of increasing customer satisfaction and loyalty.
• Fraud Prevention Education: Educate cardholders on best practices for protecting their accounts, recognizing common fraud schemes, and utilizing security features to ensure a safe card usage experience.
• Compliance: Ensure adherence to company policies, procedures, and industry regulations to safeguard customer information and maintain data privacy.
• Documentation: Maintain accurate and detailed records of all customer interactions, inquiries, and resolutions in the call center database or CRM system.

Operating hours

• Monday-Sunday from 7 am-12am EST

*** You must be available to work anytime during center operating hours including Saturdays, Sundays and holidays ***

Training

• Monday-Sunday from 7am-12am EST

*** You must be available to attend 100% of your training, no time can be missed ***

What You Bring

• High school diploma or equivalent; further education or relevant certifications are a plus.
• Proven experience in a call center or customer service environment, fraud detection, risk management, or financial services.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Strong analytical skills with the ability to detect and investigate suspicious patterns and transactions.
• Empathetic and patient approach when dealing with customer inquiries and concerns.
• Strong problem-solving skills and the ability to think on your feet to resolve customer issues effectively.
• Familiarity with the payment industry, prepaid cards, or financial services is advantageous but not required.
• Ability to work in a fast-paced environment and handle a high volume of customer interactions while maintaining composure and professionalism.
• Basic computer literacy and proficiency in using customer service software and systems.
• Flexibility in working shifts, as call centers often operate 24/7.

What you will get

• Full Health Insurance (Medical, Dental, & Vision)
• Fun Work Environment
• Abundant Advancement Opportunities Equal Opportunity Employer: disability/veteran
• Cell phone benefits for employees - $25/month per line for unlimited phone, text and data. **Restriction may apply
• Referral for Life Program - The referee receives a residual bonus every pay period

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!