Fraud Cases Support Analyst with German

C1 level and above in spoken and written German B2 level 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 will be an advantage Confident 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 during the weekends

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