Fraud Activity Agent (French-speaking) - On-site BM01

Location: Barcelona, on-site.

Responsibilities

• Investigate and verify fraud incidents using internal tools and defined macros.
• Collect and verify all necessary documentation from customers to confirm or infirm fraud.
• Manage cases within defined pending periods, ensuring timely follow-up and resolution.
• De-escalate tickets to Level 1 if client documentation is not received after 14 days following established procedures.

Qualifications

• Proficient or bilingual in French; advanced in English.
• Strong interpersonal skills including active listening, empathy, and adaptability.
• Advanced customer service and conflict resolution abilities.
• Skilled in troubleshooting and resolving complex, non-standard issues.
• Proficient in providing clear root-cause analysis and insights.
• Proficient with exten...