Fraud Cases Support Analyst

C1 level and above in spoken and written English At least 2 years of customer service experience 1 year in international inbound phone support Experience with vulnerable customers or fraud cases (advantage) Confident in communicating with customers and guiding them through challenging situations Ability to spot patterns and propose product or experience improvements Ability to identify recurring issues and help create effective workflows Strong organizational skills Proficient in tools like Kustomer, GSuite, and Jira Comfortable working in 24/7 rotational shifts

Attend calls on an emergency inbound phone line for fraud reports Work with other financial institutions to recover funds Ensure members receive outstanding support Help members understand investigation requirements and keep them updated Explore data and aid with reporting to track product and service performance Demonstrate values to new team members and support them Assist with common back-office tasks