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Customer Experience Advisor

1 week ago

Centurion, Gauteng, South Africa Hello Group Recruitment Full time

We are seeking a skilled Customer Experience Advisor to join our team at Hello Group Recruitment. In this role, you will provide exceptional service to customers who have experienced or are at risk of fraud.

Key Responsibilities
  • Handle inbound calls and inquiries from customers related to fraud, ensuring their concerns are addressed with empathy and efficiency.
  • Provide customers with information on fraud prevention and steps to secure their accounts.
  • Offer support to customers affected by fraud, guiding them through the process of resolving the issue.

Investigating Fraud Incidents:

  • Investigate fraud incidents and escalate complex cases to management as necessary.
  • Document and track customer interactions and actions taken on fraud cases, ensuring accurate records in the system.
  • Monitor customer accounts for potential fraudulent activity and follow up on suspicious transactions.

Collaboration and Communication:

  • Work closely with the Fraud team to identify trends, share feedback, and enhance fraud detection and prevention strategies.
  • Collaborate with internal teams (e.g., Risk, Legal, and IT) to resolve fraud-related issues.

Compliance and Security:

  • Ensure compliance with internal fraud policies, procedures, and external regulations (e.g., data protection laws).
  • Adhere to company guidelines in handling sensitive customer information.