Specialist - Fraud, Collections, Customer Service

Gratitude Inc

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3 days ago

Specialist - Fraud, Collections, Customer Service

1-2 Year(s)

Manila

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Job Description

Key Skills

Key Account Management Collections Process Transaction Monitoring

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Job Summary

We are looking for a Specialist to support operations across Fraud, Collections, and Customer Service. The role will involve handling customer interactions, reviewing account or transaction information, resolving concerns, supporting collection activities, and identifying potentially fraudulent or suspicious transactions.

The ideal candidate should have strong communication, analytical, problem-solving, and customer service skills, with the ability to work in a fast-paced environment while maintaining accuracy and quality.

Key Responsibilities

Handle customer inquiries and concerns through appropriate communication channels.
Provide accurate information and resolve customer issues in accordance with established procedures.
Review customer accounts, transactions, and relevant documentation to identify discrepancies or unusual activity.
Support fraud prevention and investigation activities by identifying potentially suspicious transactions or account behavior.
Perform collection activities, including customer follow-ups, payment reminders, and resolution of outstanding balances.
Document customer interactions, account updates, investigations, and resolutions accurately.
Verify customer and account information while following applicable security and verification procedures.
Escalate complex, high-risk, or unresolved cases to the appropriate team or management.
Meet required productivity, quality, customer satisfaction, and compliance targets.
Follow company policies, procedures, and data privacy requirements.
Collaborate with internal teams to resolve customer, fraud, and collections-related concerns.
Maintain professionalism and confidentiality when handling sensitive customer and financial information.

Required Qualifications

Bachelor's degree or relevant equivalent experience preferred.
Experience in Fraud, Collections, Customer Service, Banking, Financial Services, or BPO operations is preferred.
Strong verbal and written communication skills.
Strong analytical and problem-solving abilities.
Good attention to detail and ability to identify discrepancies or unusual activity.
Ability to handle difficult customer situations professionally.
Comfortable working with customer accounts, financial information, and transaction data.
Ability to work under pressure and meet operational targets.
Willingness to work shifting schedules, including weekends or holidays when required.
Strong computer and data-entry skills.

Preferred Experience

Fraud detection, transaction monitoring, or fraud investigation.
Collections and payment follow-up.
Customer service or financial account support.
Banking, credit card, payments, lending, or financial services processes.
Case management, escalation handling, and documentation.

Work Locations

Taguig City
Cebu City
Work arrangement and shift schedule may vary depending on business requirements.

Role

Fraud Analyst

Timings

Rotational Shifts (Contract To Hire)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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