Customer Service Agent - Fraud Management

About the role

In this pivotal position, you will act as a protector of our vehicle fleet, focusing on identifying potential risks and preventing fraudulent activities. Your responsibilities will encompass managing essential customer interactions and collaborating with external authorities to safeguard our assets and reduce financial losses. This role is crucial in ensuring the integrity of our operations and enhancing customer trust.

Key facts

What you'll do

• Perform comprehensive background investigations on customers to pinpoint risk indicators and avert payment defaults.
• Offer data-driven insights to product and engineering teams aimed at enhancing fraud detection tools and improving internal processes.
• Handle direct communication with customers during critical situations, which includes managing contract cancellations and submitting official reports to relevant authorities.
• Collaborate with logistics partners and law enforcement to facilitate the recovery of vehicles.
• Compile and prepare documentation for legal proceedings, oversee billing related to damages, and serve as the main liaison for external legal representatives.
• Maintain detailed records of customer interactions and case progress to ensure transparency and accountability.
• Develop and implement strategies to improve customer service efficiency in fraud management.
• Participate in training sessions to stay updated on the latest trends and regulations in fraud prevention and risk management.

Requirements

• Demonstrated ability to remain calm and exercise sound judgment in challenging or unpredictable scenarios.
• Excellent organizational capabilities with a keen attention to detail, enabling you to juggle multiple critical cases effectively.
• Proficiency in German at a C1/C2 level, along with a solid command of English for effective international communication.
• Strong willingness to engage in proactive communication with customers, partners, and public authorities to resolve issues swiftly.
• Previous experience in customer service or a related field is highly desirable.
• A background in fraud detection or risk management will be considered an asset.

Nice to have

• Experience in high-level customer support, particularly in fraud detection or risk management environments.
• Flexibility in scheduling, including the ability to provide assistance outside of standard business hours as needed.
• Familiarity with legal processes related to fraud and asset recovery.

Skills & tools

• Proficient in using customer relationship management (CRM) software and other relevant tools to track customer interactions and case management.
• Strong analytical skills to interpret data and identify trends related to fraud and risk.
• Excellent communication skills, both written and verbal, to effectively convey information to customers and stakeholders.
• Ability to work collaboratively in a team environment while also being self-motivated and proactive in your approach.

Practical notes

• Employees will have the opportunity to participate in the Virtual Stock Option Program (VSOP), which allows for potential financial growth alongside the company.
• A generous annual professional development budget of 1,500 Euros is provided to support continuous learning and skill enhancement.
• The company contributes 66 percent towards pension plans, ensuring a secure future for employees.
• Additional benefits include a 25 percent discount on car subscriptions, options for bike leasing, and a subsidized EGYM Wellpass membership for fitness and wellness.
• Mental health support services are available to promote employee well-being.
• Family-friendly policies include childcare subsidies and access to daycare facilities in Munich.
• The Munich office offers daily lunch subsidies, complimentary coffee, and opportunities for regular team-building events to foster a collaborative work environment.
• For those interested in applying, Antonia will be the primary contact for the application process, providing guidance and support throughout.

Join us at Finn and become an integral part of our team, where your skills in fraud management will make a significant impact on our operations and customer satisfaction.

About the company

Finn ist die unabhängige Plattform für Auto-Abos von über 30 Marken. Mit wenigen Klicks ein Auto abonnieren, das in wenigen Tagen direkt vor die Haustür geliefert wird: Finn bietet einen Rundum-Sorglos-Service und kümmert sich um Versicherung, Finanzierung, Anmeldung, Steuern oder auch Wartung.