Charge Verification Group/Fraud - Agent (6960152)
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Discover Financial Services in West Valley is hiring a class of agents in their Charge Verification department which is a part of the CPS or Fraud area.
Agents will be taking inbound phone calls that will be transferred from another area of the company or called directly in. These calls will be regarding some sort of suspicious activity on their card or not being able to use it properly.
Agents will have to ask a series of questions to confirm who they are speaking to and then decide if the issue is likely fraud or not fraud. If not, they will unlock the card for the customer and if it is they will shut it down and initiate a new card being sent to them.
Situations can range from seeing something they didn't charge on their activity to someone in line at the grocery and their card being declined because Discovers system flagged it. Agents will need to provide excellent customer service and assist the customer in whatever way necessary. Some of the situations the customer could be very upset for the inconvenience but the agent needs to be empathetic and put the customer at ease.
Call volume can vary from day to day(50-70) but calls will likely last from 3-6 minutes.
All open shifts are afternoon shifts and candidates must be willing to work weekends (will have one weekend day and one week day off)
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