Job Description

Customer Service Representative – Fraud & Account Support

Location: Salt Lake City, UT (Fully Onsite)

Duration: 03/31/2025 - 10/03/2025

Pay Rate: $20.00/HR

Job Overview:

A leading financial institution is seeking Customer Service Representatives to join its Fraud & Account Support team. This fully onsite role will serve as the initial point of contact for Apple Card-related issues, assisting customers via calls and chat. Representatives will work to resolve customer inquiries, escalate complex issues when needed, and help safeguard accounts against fraudulent activities.

Ideal candidates have previous experience in customer service, call center, or chat support roles and possess strong communication and problem-solving skills.

Key Responsibilities:

• Handle inbound customer inquiries via phone and chat, providing assistance with Apple Card-related issues.
• Work across multiple electronic systems to document steps taken and efficiently service customer needs.
• Troubleshoot and resolve account issues or escalate cases to senior-level employees when necessary.
• Determine required actions based on established procedures to protect the bank’s assets and assist with fraud prevention.
• Place appropriate holds on accounts suspected of fraudulent activity and initiate necessary security measures.
• Track and document all customer interactions to ensure compliance with audit and regulatory requirements.
• Communicate professionally with customers, merchants, and financial institutions to resolve system issues or request additional documentation.
• Assist identity theft victims, ensuring appropriate security measures are followed to protect both the customer and the institution.
• Assess the validity of customer-submitted documentation related to disputes or fraud claims.
• Handle escalated calls or chat requests as directed by Compliance partners or team leaders.
• Participate in projects and initiatives aimed at reducing fraud-related complaints and improving the overall customer experience.

Qualifications & Skills:

• 2-3 years of customer service, fraud prevention, or call/chat support experience (financial services or call center environment preferred).
• Strong understanding of customer service best practices and fraud mitigation.
• Excellent written and verbal communication skills with a customer-focused mindset.
• Positive attitude with strong problem-solving and critical-thinking skills.
• Ability to multitask and handle a high volume of interactions efficiently.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint, and Outlook).

Education Requirements:

• High school diploma or GED required.

This is an excellent opportunity for those with call or chat experience looking to gain hands-on experience in fraud prevention and financial customer support. If you're passionate about assisting customers and solving account-related issues, apply today!

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