Inbound Customer Service Representative (Financial)

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We're committed to bringing passion and customer focus to the business.

Customer Service Representative (Fraud Services) – Onsite

Primary Location: Morrow, GA

Time Type: Full Time

Language: English

Workstyle: Onsite

Category: Customer Service

We’re looking for dependable professionals who are passionate about helping others, committed to delivering exceptional customer service, and ready to build a rewarding career in the financial services industry at our fast-paced, performance-driven contact center in Morrow, GA!

As a Fraud Services Customer Service Representative, you’ll handle inbound calls from customers responding to fraud alerts or concerned about suspicious activity on their credit card accounts. You’ll review transaction details, help customers identify authorized versus potentially fraudulent activity, answer account-related questions, and take appropriate steps to help secure and protect their accounts. Because fraud-related situations can be stressful, you’ll also use empathy, active listening, and effective de-escalation techniques to calm frustrated or concerned customers, provide clear guidance, safeguard sensitive financial information, and deliver a positive and reassuring customer experience.

Why Join VXI?

Pay, Incentives, Benefits & Perks

• $17.00/hour starting pay
• Bonus Opportunities (after training completion)
• Employee Referral Program
• Medical, Dental & Vision Insurance
• Career growth and advancement opportunities
• Fun, team-oriented work environment
• Employee cell phone plan discounts ($25/month unlimited talk, text & data; restrictions apply)

What You'll Do

Reliability is essential for success in this role.

As part of our Fraud Services Customer Service team, you will:

• Handle inbound voice calls from customers responding to suspected fraud alerts on their payment cards.

• Verify customer identity and review recent account activity to confirm or deny potentially fraudulent transactions.
• Investigate suspicious activity, identify potential fraud, and accurately document findings and resolutions.
• Secure compromised accounts by blocking or replacing cards and escalating confirmed fraud cases when appropriate.
• Use empathy, active listening, and de-escalation skills to support customers during stressful fraud-related situations.
• Clearly explain next steps and provide guidance on account security and fraud prevention.
• Follow strict authentication, PCI, security, and financial compliance requirements to protect customer information.
• Navigate multiple systems efficiently while maintaining accuracy and attention to detail.
• Meet established quality, attendance, productivity, and customer satisfaction expectations.

Paid Training

• Duration: 5 weeks

• Schedule: Training schedule will be provided during interview and will fall within Monday-Sunday, 12:00 PM-12:00 AM EST.
• Attendance: 100% attendance is required throughout training. Time off during training cannot be accommodated.

Contact Center Hours of Operation

• Monday-Sunday
• 7:00 AM-12:00 AM EST 
• Note: We are currently hiring for night shift training and production schedules! Your shift after training will fall between 12noon and 12am.

Minimum Requirements & Qualifications

To be successful in this role, candidates must demonstrate the experience, skills, and professional behaviors necessary to provide exceptional service in a fast-paced financial services environment.

• High school diploma or GED required.
• Minimum 1 year of continuous customer service experience with one employer required.
• At least 6 months of contact center/BPO experience preferred.
• Experience in fraud detection, risk management, or financial services is a plus
• Exceptional customer service with empathy, patience, and active listening.
• Computer proficiency with the ability to navigate multiple systems and dual monitors while assisting customers by phone
• Ability to follow established processes while maintaining a natural, conversational approach
• Critical thinking and problem-solving skills, including the ability to investigate suspicious transactions, identify patterns, and de-escalate challenging interactions.
• Strong attention to detail with accurate data entry and documentation.
• Commitment to protect confidential customer and financ