Customer Care Analyst

Summary

Join our Fraud Operations Team as a Customer Care Analyst and play a vital role in protecting our business and customers by identifying and resolving fraud-related issues. This fully remote role offers an exciting opportunity to work in a fast-paced environment focused on customer care and fraud prevention. You will collaborate with cross-functional teams, ensuring our customers receive the best support while safeguarding the integrity of our operations. Responsibilities include responding to customer inquiries, processing fraud-related tickets, conducting interviews, monitoring fraud dashboards, and collaborating with other teams. The ideal candidate possesses strong customer service skills, proficiency in Microsoft Office Suite, attention to detail, excellent communication skills, and a proactive mindset. M-KOPA offers diverse development programs, coaching partnerships, family-friendly policies, and a focus on well-being and flexibility.

Requirements

• Strong customer service skills, with the ability to handle sensitive situations empathetically and professionally
• Proficiency in tools like Excel, Word, and PowerPoint, with a knack for maintaining accurate records
• A keen eye for detail and the ability to identify patterns or risks in customer interactions
• Exceptional communication skills, both verbal and written, to engage with customers and teams effectively
• A proactive, solution-oriented mindset and a desire to grow and learn in a dynamic environment
• A minimum of two years’ experience in a professional role, preferably in customer service

Responsibilities

• Respond to customer inquiries related to potential fraud cases, ensuring timely and accurate resolutions
• Process and document all fraud-related tickets and leads within agreed SLAs, maintaining excellent data quality
• Conduct phone interviews with customers, agents, or other parties involved in suspected fraud cases, documenting findings thoroughly
• Monitor fraud dashboards to identify potential fraud risks and escalate cases for investigation
• Assist in analyzing trends from customer interactions to provide insights into emerging fraud patterns
• Collaborate with the Fraud and Operations teams to ensure prompt action is taken on identified risks
• Partner with sales and operational teams to implement fraud prevention policies
• Provide feedback and support for disciplinary actions in cases of policy violations
• Contribute to team discussions on improving fraud prevention processes and customer care strategies
• Maintain up-to-date records of fraud-related issues in designated systems like SharePoint
• Assist in preparing reports on fraud trends and resolutions for internal stakeholders

Benefits

• Diverse development programs
• Coaching partnerships
• On-the-job training
• Family-friendly policies
• Prioritize well-being
• Embrace flexibility