sr. Coordinator, famiseCapital One

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Sr. Coordinator, FAMISE
Job Summary:Fraud Account Managers and Investigative Solutions Escalations (FAMISE) Alabang is an extension of FAMISE Richmond under Card Solutions being serviced by Fraud and Disputes Operations Alabang. The team is responsible for Tier 2 escalations expected to be passionate in resolving customer complaints, mitigate risk by making sound decisions and provide recommendations to improve our process while maintaining an excellent customer experience with internal and external customers.
MAJOR RESPONSIBILITIES:
Mitigate regulatory and corporate complaints with customers who are victims of fraud and disputes while tracking/identifying fraud and disputes trends and implementing process improvements
Handle inbound Tier 2 escalated Fraud and Disputes concerns for intake groups and customers
Maintain service levels while completing manual account work, investigation and case follow-ups
Uphold and defend the findings of the Tier 2 business partner's investigations that result in holding the customer as the financially responsible party
Empowered to reverse the initial decision of a Tier 1 investigation and accept losses on behalf of Capital One based on an independent investigation
Research identity theft, lost/stolen credit cards, and disputes claims and professional counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints
Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and potential risks in accordance with company and regulatory standards, policies, practices
Collaborate with other groups to resolve diverse account issues
Exhibits flexibility and responds quickly to meet changing business needs including other job-related duties that may be assigned from time to time.
JOB SPECIFICATIONS/QUALIFICATIONS
Educational Background:
High school graduate
Professional Experience:
Minimum of 1-year relevant work-related experience in a BPO or similar industry
Deep understanding of Mastercard and Visa Guidelines
Expertise in Fraud and Disputes Operations processes
Working knowledge of systems such as TSYS, Chordiant and IRIS
Skills Required:
Communication skills in delivering appropriate, direct, and straightforward information. Appropriately tailors written and verbal communications.
Problem solving skills in recommending solutions to address customer needs and expectations
Strong understanding of de-escalation techniques and the end-to-end process of fraud and disputes
Able to work autonomously - be self-sufficient and a self-starter
Able to deliver multiple work expectations efficiently
Ability to work independently and efficiently in a fast paced, high volume customer focus inbound call center
Customer orientation in understanding and listening to customer concerns.
ELIGIBILITY CRITERIA (for Internal Candidates):
Associate must have at least a "Strong" Year End performance rating in the past year
Associate has been in his/her current role for a minimum of one year
Associate is not actively on any type of a performance improvement plan
Associate must not have any written warning corrective action and up in any stage of the application process
NOTES:
Requisition is open under local terms
Completion of internal questionnaire is required to proceed
Don't forget to upload your resume in Workday before submitting your application. You may also submit your resume directly to the Hiring Manager
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Capital One

Alabang, Muntinlupa City
Permanent
Full-time