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Team Lead, Fraud Prevention Agent

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receive over 100 million visitors annually. 

We are currently seeking a skilled Team Lead, Fraud Prevention Agent for our Credit Card Verification team. This person will be responsible not only for fraud prevention for our US business but also for our Spanish speaking customers. The ideal candidate will have a strong background in customer service and experience with the credit card verification process. 

Responsibilities 

  • Assign work to the team to ensure that all cases are being taken care of in a timely fashion 
  • Monitor call volumes to ensure minimum call abandonment & maximum customer satisfaction 
  • Be able to effectively handle all bookings that have been escalated by the team 
  • Timely reporting and sending of documents/reports to the Management 
  • Report any trends or anomalies noticed & come up with solutions which can be implemented to catch frauds & reduce chargebacks 
  • Update the team about new business need, technologies 
  • Available to assist and guide team with any issues and to ensure timely work completion      
  • Conduct periodic quality checks on all work done by the team 
  • For self & the team – adapt to any new tasks/methods that have been assigned by the CCV manager to meet the management needs  
  • Make sure the team members comply with the HR policies like daily attendance on time, compensating leaves taken or apply for leave in advance. 
  • Motivate the team members to excel in their performance.  
  • Identify problems or issues with poor performers and resolving any issues to bring out their potential. 
  • Identify excellent performers and encouraging their sincere endeavours  
  • Generating reports as required by manager 
  • Must ensure the quality of all work produced by both the team & self 

Requirements: 

  • 1-2 years of credit card fraud detection experience a plus 
  • Experience with credit card processing/verifications 
  • Experienced with customer service 
  • Experience in the Travel Industry is preferred 
  • Basic knowledge of an Airline Reservation system (GDS) a plus 
  • Working knowledge of Destination Geography and City codes is a plus 
  • Ability to detect anomalies in transactions 
  • Proficiency with Microsoft Office applications 
  • Bilingual in English and Spanish is a must

What we offer

Plenty of vacation time  
Flexible work hours  
Medical, dental and vision benefits  
Flexible spending accounts  
Travel benefits  
Team outings  
Corporate discounts  
Breakfast bar  
Unlimited coffee

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