Member Services Fraud Specialist

This position is responsible for determining if fraudulent activity and/or abuse have transpired with members' accounts and taking appropriate action to resolve these situations. Uses critical thinking skills to analyze data and multiple reports to understand member activity. Employs strong detail orientation and proficient communication skills to interact with members and maintain account documentation. Assists with member payment activities and performs Tier 1 duties as needed along with advanced Tier 2 support to online shoppers through application of knowledge of our organization, its services and products while using patience, professionalism and positivity. Resolves problems by clarifying members' requests, questions and complaints, analyzing situations to determine best use of resources, and coordinating with merchant affiliate network(s) to rectify higher cash back valued customer inquiries.

Daily Responsibilities:

  • Evaluate member inquiries to determine account issues
  • Use internal reporting to analyze complexity of issues and take appropriate actions
  • Analyze researched data to detect fraud and/or abuse
  • Update member accounts and records from research findings
  • Consolidate multiple member accounts
  • Process member ad hoc payments and provide verification of members' payments that
  • have cleared the bank
  • Select the best solutions to solve problems and then explain resolutions to members
  • Communicate with the team and others in the company to solve problems as needed
  • Expedite corrections or adjustments for escalated account concerns
  • Follow-up to ensure resolutions
  • Answer, return and resolve member phone calls and document summary notes about calls in the members' accounts

Periodic Responsibilities:
  • Perform Tier 1 duties when workload demands
  • Provide customer service for issues escalated by Tier 1 and 2
  • Provide feedback to management regarding Tier 1 escalation accuracy
  • Provide on-the-job training for new employees
  • Recognize, document and alert manager of trends
  • Recommend process improvements
  • Issue late payments to members when applicable

  • • High School Diploma or Equivalent required
  • • Bachelor's Degree or Equivalent preferred

  • 3 - 4 years customer service experience required
  • 2 - 3 years experience handling escalated and irate customer contacts over the phone and email channel highly preferred
  • Experience using customer relationship management (CRM) software preferable
  • Customer service experience in the high tech/internet industry preferred

  • Proficiency with computer systems, email programs, and internet navigation
  • Proficiency with MS Word and Excel
  • Ability to respond to customer inquiries with a high degree of professionalism and accuracy
  • Excellent written communication skills
  • Exceptional phone skills for escalated member communications
  • Proficient problem solving ability
  • Adept detail orientation
  • Strong word processing and typing skills
  • Strong ability to organize and prioritize multiple tasks while speaking with members on the phone
  • Accuracy with language and numbers
  • Persistence, determination, and a firm but friendly manner

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Ebates are considered property of Ebates and are not subject to payment of agency fees.

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