Transaction Review Analyst - French & English
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
ABOUT THIS ROLE
We are actively looking for a dynamic and customer-focused individual who can join our team as a Customer Care Representative in the Transaction Review Department. As the first line of compliance, you will play a key role as the resolution point for customers and agents’ inquiries. In this essential position, you will serve as a trusted advisor, providing exceptional service and support to address their inquiries, resolve issues, and ensure their overall satisfaction. Your primary responsibility will be to interact with customers and agents in a professional and courteous manner, effectively from a compliance perspective. You will listen attentively to their concerns, demonstrating empathy and understanding, while proactively offering solutions to meet their needs. As a Customer Care Representative inside Transaction Review Group, you will, not only, utilize your strong communication skills, but also your compliance knowledge to resolve the incoming inquiries from our customers and agents. Your ability to navigate customer inquiries with ease and efficiency will be crucial in delivering seamless and satisfying customer experience and at the same time complying with regulatory and internal rules. Overall, this role is a hybrid between Transaction Review Analyst and Customer care representative to resolve during the call the issues related to Compliance such as performing interviews to detect and prevent any risk related to Money Laundering, Terrorism Financing and fraud.
ROLES & RESPONSIBILITIES
* Resolves inquiries related to compliance via Phone, system email and internal system (FxClient).
* Perform interviews (create fraud questionnaire and fraud ID).
* Release or cancel transactions.
* Unblock customers.
* Modify customer information.
* Guide agent and customer about compliance rules.
* Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution and escalating the issue if necessary.
* Recommend changes that may be needed to management by collecting customer information and analyzing customer needs.
* Contributes to the TRG team by assisting in accomplishing department goals.
* Keeping up to date with all the new changes and information which may be relevant to your position, you need to be knowledgeable.
* Follows all internal procedures and policies.
* Completes assigned tasks and shift responsibilities daily.
* Maintains customer satisfaction at high levels.
* Ensure the quality of call standards are met for the department.
POSITION REQUIREMENTS
* College level, preferably Bachelor's degree in any course.
* Good knowledge of MS Office and Internet Explorer.
* At least 1 year's work experience in call center and/or compliance positions.
* Advanced level of English & French.
* Strong customer service orientation.
* Excellent communications skills (both oral and written).
* Team worker.
* Attention to detail.
* Flexibility regarding work schedule.
* Any other language is a plus.
PERKS & BENEFITS
* Employee Stock Purchase Plan
* Hybrid Work Schedule
* Tuition Assistance
* Corporate gatherings, team bonding events, and much more
Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.
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