Customer Contact Center Fraud Representative

Job Family:

Investigator

Travel Required:

None

Clearance Required:

None

What You Will Do:

As a Customer Contact Center Fraud Representative, you will be responsible for responding to day-to-day servicing inquiries surrounding fraud and State reporting. The clerical steps often vary in type or sequence, depending on the task. You will be able to escalate any recognized issues. 

Each report requires an agent to:

• Identify the correct agency for the victim's state and, in some states, county
• Place a telephone call to the agency (most states require a phone report)
• Navigate hold queues, leave voicemails, and await callbacks
• Verbally report the suspected incident to an intake worker
• Document the report, the agency's response, and any follow-up actions
• Complete any required written or portal-based follow-up within the jurisdiction's deadline

What You Will Need:

• 1+ years of relevant experience

• Highschool Diploma or GED minimum education

• Strong communication and problem-solving skills

• Customer oriented and ability to adapt/respond to different types of program participants.

• Familiarity with CRM systems and best practices

• Ability to work in a collaborative environment

• Technically proficient in Microsoft Office Suite - Excel, PowerPoint, Outlook

• Ability to work in-office full time

What Would Be Nice to Have:

• Experience with and understanding of Financial Fraud

• Bachelor's degree is highly preferred

• Eager to apply strong organizational and communication skills in a professional office setting

• Knowledge of banking or loan servicing

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com.  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.