We are seeking a professional and customer-focused Customer Experience Agent to join our team. In this role, you will serve as the first point of contact for customers, delivering exceptional service, resolving inquiries efficiently, and ensuring a positive overall experience. You will work in a collaborative, team-oriented environment that values communication, growth, and support.
All positions are full-time and include set schedules, paid training, opportunities for professional development, and clear paths for career advancement. Start your career with us today!
Core Job Duties
- Review member applications and account activity for indicators of identity theft, new account fraud, account takeover attempts, and synthetic identity risk
- Validate identity information and documentation in accordance with CIP/KYC standards and internal policies
- Identify discrepancies, red flags, and identity?related risk indicators
- Document investigative findings clearly and accurately in designated systems
- Communicate investigation outcomes or next steps to internal partners (branches, contact center, business units)
- Respond to internal inquiries related to identity verification decisions or required follow?up actions
- Maintain required documentation and evidence to support investigative decisions
- Use approved identity verification tools and internal systems to assess risk and confirm identity
- Distinguish between processing errors and potential fraudulent activity and escalate when appropriate
- Adhere to service?level expectations, regulatory timelines, and quality standards
- Supporting fraud prevention efforts by identifying emerging identity theft trends or patterns
Qualifications
- Strong verbal and written communication skills
- Proficiency with computers, CRM systems, and Microsoft Office
- Ability to multitask across multiple systems in real time
- Strong problem-solving skills and attention to detail
- Ability to work both independently and as part of a team
