Fraud Monitoring Representative

About the role

Interact with customers to resolve fraud or security‑related concerns, verify flagged transactions, authenticate callers, and report fraudulent activity. The role requires accurate, prompt research and problem resolution, and participation in a four‑week onsite training program in San Juan.

Key responsibilities

• Provide exceptional customer service via phone, email, and written correspondence while building rapport.
• Handle inbound and outbound calls to verify transactions, authenticate callers, and investigate potential fraud.
• Leverage internal systems to initiate and document fraud investigations, collecting and analyzing relevant information.
• Escalate complex issues to senior staff and explain company policies to customers.
• Analyze fraud alerts, manage referrals from other departments, and ensure compliance with established guidelines.

Required profile

• At least 24 approved credits or an equivalent combination of education and experience.
• Minimum two years of experience in a customer‑service or call‑center environment.
• Fluent oral and written communication in English and Spanish.
• Strong analytical, detail‑oriented mindset with the ability to prioritize and multitask under pressure.
• Team‑oriented attitude and excellent interpersonal skills.

Required skills

• Proficiency with Windows operating system.
• Microsoft Office applications: Word, Excel, PowerPoint.
• Use of telephone equipment in a call‑center setting.

What we offer

• Part‑time and full‑time positions.
• Comprehensive onsite training program.
• Opportunity to work within a leading financial institution.
• Collaborative team environment aligned with company values.