First Data are currently looking for a Contact Centre Agent for our Falcon Fraud Detection Team.
This is a FULL TIME Late Shift (includes weekend working – 15:00-23:00). This shift attracts a 12% shift allowance. This is a Customer Service based position dealing with Fraud Alerts as a first point of contact for Card Holders, within a busy team, supporting our clients with all of their needs.
Handles both inbound & outbound calls, which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
Handles customer inquiries and problems via the telephone.
Deal with inquiries, resolve problems associated with a security stop on a card and suspected fraudulent activity.
Monitor systems to detect possible fraudulent behaviour related to credit card usage and contact card holders to investigate possible fraud.
Researches problem areas and documents processes used to correct issues.
Customer service is the primary function, but may include having to escalate a complaint regarding a blocked card to a senior or manager
Use computerized system for tracking, information gathering, and/or troubleshooting.
Follow established procedures, but have the ability to deviate when needed, and requires only general supervision.
Requires sufficient knowledge to comfortably deal with customers and challenge some of the details they may provide
Previous customer service or contact centre experience preferred
About First Data
First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.
First Data’s Operations and Call Centre functions are focused on providing the outstanding client service, support and experiences that are critical to our ongoing success. Our Operations owner-associates are responsible for the stability of our global network infrastructure by helping our financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution. Our Call Centre owner-associates are often the first point of contact for our business clients, and they play an important role in driving client satisfaction. They are responsible for answering questions and resolving problems on a wide range of issues, including account activation inquiries, potential fraudulent activity and our full range of products and services.
First Data is an Equal Opportunity Employer