Call Center Representative

Job Title: Inbound Fraud Call Center Representative

Location: Charlotte, NC / Cincinnati & West Chester, OH – (Remote)

Employment Type: Contract with potential for conversion

This is Remote only, but candidates must sit within 60 miles or 60 minutes of a Client office

Job Description

We are seeking Inbound Fraud Call Center Representatives to support fraud-related customer inquiries and operations for a leading financial services organization. This is a customer-facing, high-volume inbound call center role focused on assisting customers with fraud-related concerns, verifying account information, and providing timely support.

The ideal candidates will have experience in customer service, banking, financial services, fraud operations, retail banking, or a call center environment. Candidates with customer service experience from other industries are also encouraged to apply.

Important: This is an entry-level to intermediate call center operations role, not an analyst-level position.

Key Responsibilities

• Handle a high volume of inbound customer calls related to fraud concerns and account activity.
• Assist customers with fraud-related inquiries, account concerns, and transaction questions.
• Verify customer identity and follow established authentication and security procedures.
• Review customer-reported suspicious activity and follow documented procedures for appropriate handling and escalation.
• Provide accurate information and professional customer support while maintaining a positive customer experience.
• Document customer interactions, account details, and case information accurately in internal systems.
• Follow company policies, fraud prevention guidelines, and applicable security and compliance procedures.
• Meet established performance metrics, including call quality, productivity, accuracy, and customer satisfaction.
• Escalate complex or suspicious cases to the appropriate team when necessary.

Required Qualifications

Candidates must meet at least one of the following experience requirements:

• 12 months of customer service experience, or
• 12 months of banking or financial services experience, or
• 12 months of experience working in a virtual/remote work environment, or
• 12 months of call center experience.

Preferred Qualifications

• Experience in inbound call centers, customer support, or contact center operations.
• Background in retail banking, financial services, fraud operations, or financial customer service.
• Experience handling high-volume customer calls and resolving customer concerns.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to navigate multiple systems while speaking with customers.
• Strong attention to detail and ability to follow established procedures.
• Comfortable working in a performance-driven environment.

Work Location Requirements

• The role is remote; however, candidates must reside within 60 miles or 60 minutes of Client.
• Target locations include Charlotte, North Carolina, and Cincinnati/West Chester, Ohio.
• Candidates must be able to meet the location requirements associated with the assigned office.

Ideal Candidate Profile

We are looking for dependable, customer-focused professionals with experience in inbound customer service, retail banking, financial services, fraud operations, or other call center environments. Candidates do not need an analyst-level fraud background; strong communication skills, customer service experience, attention to detail, and the ability to follow procedures are the key qualifications.