Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Fraud Investigation Services Team Lead

$20.50 per hour On Site, San Antonio, TX

About the Role

As a Fraud Investigation Services Team Lead, you will play a crucial role in supporting our agents as the first point of contact. Additionally, you will be responsible for assisting them with any doubts they may encounter, creating reports, and working with various platforms and databases in a fast-paced environment. This role emphasizes the use of leadership and empathic values to drive performance and foster a positive team dynamic.

As a Fraud Investigation Services Team Lead, you will be responsible for:

• Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors and CSRs.
• Drive compliance to Call Center call handling procedures with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of the Call Monitoring Systems.
• Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
• Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
• Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
• Identifies and mitigates risk exposure to the project profits that include fraud prevention and detection
• Possess good writing skills and be able to communicate effectively to clearly convey status updates and report system and procedural issues.

What you get:

• Full-Time Employment
• Hourly rate of $20.50
• Paid Training
• Career Growth Opportunities
• Full Benefit Options
• Great Work Environment
• Work Schedule: will be an (8-hour shift) from 11:00am-8:00pm, with Sunday and Monday off.
• Training Hours TBA: Monday -Friday for 3 weeks

People who succeed in this role have:

• The ability to convey complex information in clear and concise terms to ensure customer understanding.
• Strong work ethic.
• Effective and accurate written and verbal communication skills.
• Effective problem-solving skills.
• Can navigate multiple applications and research solutions with ease.
• Love helping people and guiding them to the best solution for their issue.
• Are excited by innovative technology.
• Provide calm conflict resolution and problem solving for frustrated customers.
• Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers.
• Can commit to 100% attendance for three to five weeks of paid training.

Requirements

• Must be at least 18 years of age or older.
• Must have a High School Diploma, or GED
• A minimum of 1 year experience in Customer Services, Fraud or banking
• All internals must have 6 months experience in your current role.
• Must be able to successfully pass a criminal background, credit check, and a security fingerprint.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $20.50

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.