The posting
About Us
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:
- Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
- Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
- Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
- Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
Customer Protection Team Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions.
Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance.
- Review transactions and all available information to understand our customers while respecting all identities.
- Make customer-centric decisions and take the path of least resistance to protect our customers.
- Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
- Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
- Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
- Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
- Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
- Properly document all interactions and findings using the organization's tools and platforms.
- Be data-driven when presenting feedback and recommendations.
- Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
- Serve as backup support for the Customer Service team when needed.
- Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
- Provide critical support as needed to handle escalations and process Risk Reviews.
- Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
- Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.
Qualifications
Soft Skills
- Good oral and written business English communication skills with emphasis on comprehension, fluency, and sentence construction.
- Excellent multi tasking ability and research skills.
- Good customer service orientation.
- Ability to set expectations, deliver and mediate information in a positive way.
- Good attention to details and meticulous attitude.
- Good time management skills.
- Critical thinking and decision-processing skills.
- Exceptional reliability and professional commitment, evidenced by steadfast attendance and strict adherence to all operational schedules.
- Strong resilience and self-discipline to excel within a routinary work environment, particularly during the pivotal transition from training to production.
- Proven tenure and employment stability, demonstrating a high capacity for long-term consistency and dedication to the organization.
- Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
- Must be willing to work onsite (Damosa Lanang, Davao City).
- Must be willing to work in a shifting schedule including weekends and holidays.
Technical Skills
- Typing speed of at least 35 WPM.
- Effective business writing skills.
- Experience in using multiple web tools is a must.
- Good internet and computer navigation skills.
- An experience with AI integrated tools or have used any AI tools in the past is a big plus.
Experience, Education, Age
- At least 1 year of BPO or call center experience in risk and fraud management, preferably within financial accounts or industries such as insurance, travel, telecommunications, logistics, procurement, e-commerce, and retail.
- Experience should involve roles focused on fraud prevention and tasks such as payment processing, managing debit and credit card transactions, handling reimbursements, and resolving disputes.
- Process improvement and documentation experience is a plus.
- Multi channel and omni channel experience is also an advantage (voice and non voice experience).
- Completed Senior High School or its equivalent (2nd year college).
- College degree preferred but not required.
- Legal age of employment; at least 18 years old.
