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Genesis Financial Solutions, Inc. Fraud Representative in Akron, Ohio

Join the nation’s leader in second-look financing as a Fraud Representative!

Prior Fraud experience not required – training provided! Must have strong customer service, problem solving, and research skills. Join our team and deliver high quality service to our customers!

Summary

Our Fraud Representatives work directly with consumers, retail partners, and merchants to effectively and efficiently resolve fraud claims. This position is a customer service-focused role in a call center environment comprised of approximately 50% phone support/customer service and 50% research/investigative work.

As Our Fraud Representative you will:

  • Learn and comply with all applicable policies and procedures (MasterCard regulations, internal processes, etc.).

  • Provide a high level of customer service while responding to telephone inquiries and written consumer requests related to fraud.

  • Work directly with merchants and consumers to resolve fraudulent/unauthorized transactions.

  • Achieve established service level agreements (SLAs) and quality metrics for all assigned work.

  • Conduct investigations of consumer allegations of fraud - research each case using all available tools, analyze the data to determine a resolution, document all actions taken during the investigation, and communicate results to the consumer.

  • Process account maintenance and monetary adjustments in accordance with policy and delegated authority.

Requirements:

  • High school diploma or GED.

  • 2+ years of relevant experience (customer service, call center, sales, background checks, medical document verification, credit card related fraud or support, insurance claims, etc.).

  • Adept at analyzing and interpreting data; aptitude for thinking outside of the box.

  • Demonstrate flexibility and adaptability when faced with change.

  • Excellent communication and interpersonal skills (written and verbal).

  • Ability to maintain high level of professionalism and confidentiality at all times.

Preferred Qualifications:

  • Direct Fraud/Dispute experience, particularly in a call center environment.

  • Knowledgeable about credit card programs and/or other financial services.

  • Familiarity with applicable rules, regulations, and laws.

  • Experience handling escalations and resolving complex customer issues.

About Genesis

Genesis Financial Solutions is the nation’s leading and largest provider of private label credit programs for non-prime consumers. The company originates private label credit cards through point-of-sale partnerships with retailers and health care providers. In addition, we have a fast-growing direct-to-consumer business, originating non-prime MasterCard accounts. Both products provide underserved consumers access to the financing they need to pursue their life goals.

We attribute our leading position in the industry to a strong focus on providing outstanding service to both retail partners and end consumers. We pride ourselves on offering the same credit experience that prime customers receive. Sophisticated analytics, high-quality execution, strict adherence to regulatory and compliance requirements and an unmatched expertise in risk management all make this possible.

Genesis Financial Solutions is an equal opportunity employer (EEO).

Requirements:

  • High school diploma or GED.

  • 2+ years of relevant experience (customer service, call center, sales, background checks, medical document verification, credit card related fraud or support, insurance claims, etc.).

  • Adept at analyzing and interpreting data; aptitude for thinking outside of the box.

  • Demonstrate flexibility and adaptability when faced with change.

  • Excellent communication and interpersonal skills (written and verbal).

  • Ability to maintain high level of professionalism and confidentiality at all times.

Preferred Qualifications:

  • Direct Fraud/Dispute experience, particularly in a call center environment.

  • Knowledgeable about credit card programs and/or other financial services.

  • Familiarity with applicable rules, regulations, and laws.

  • Experience handling escalations and resolving complex customer issues.

About Genesis

Genesis Financial Solutions is the nation’s leading and largest provider of private label credit programs for non-prime consumers. The company originates private label credit cards through point-of-sale partnerships with retailers and health care providers. In addition, we have a fast-growing direct-to-consumer business, originating non-prime MasterCard accounts. Both products provide underserved consumers access to the financing they need to pursue their life goals.

We attribute our leading position in the industry to a strong focus on providing outstanding service to both retail partners and end consumers. We pride ourselves on offering the same credit experience that prime customers receive. Sophisticated analytics, high-quality execution, strict adherence to regulatory and compliance requirements and an unmatched expertise in risk management all make this possible.

Genesis Financial Solutions is an equal opportunity employer (EEO).

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