Customer Service and Support

Job Title:
Back Office Analyst with English - On-site, IasiJob Description
Experience the power of a game-changing career
Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
If you’re looking to grow and be inspired, as a Back Office Analyst you will be part of our team of game-changers who are powering the brands of the future in tech, finance, travel, fashion, healthcare, and more.
Career growth and personal development
We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.
What you will do in this role
As a Back Office Analyst on our team, you will

• Perform a manual review of the full name (and other relevant data points) submitted by the account holder through a self-service portal or within a transaction message.
• Use additional data points such as date of birth to confirm whether the payment originator or beneficiary is on the sanctions list or not, or if any other data point is potentially related to a sanctioned individual, organization or location as guided during the training and mentoring
• In case of a true match, escalate the case to our client’s internal sanctions team for further action
• In case of a false positive, close the alert and allow activity to resume on the customer account
• Keep a comprehensive record of the data points evaluated which led to decision outcome and include comments into the system
• Share a record for each case evaluation with our client that supports the final decision
• Write a cohesive narrative outlining the analyst’s determination of a true match or false positive;
• Share a record for each case evaluation with Wise that supports the final decision
• Be the first contact handling card fraud disputes raised by customers, understanding the fraud or scam event that has impacted the customers.
• Handle escalations from customer support or other internal teams, creating disputes on behalf of customers where applicable, and understanding the fraud or scam event that has impacted the customers.
• Direct incorrect escalations in the card fraud inbox to the correct internal teams.
• Combine multiple ongoing disputes from a single customer and investigating them as part of a single fraud event.
• Determine the true impact of the fraud event and add any unreported fraud transactions to the customers’ disputes.
• Credit the customer in a timely manner (end to end speed).
• List down factors supporting the deactivation or refund refusal decision and submitting deactivations for double approval by an internal agent.
• Be able to independently own deactivations after 3-6 months of agent experience.
• Conversing with customers in a succinct, respectful manner to ensure customer satisfaction and avoid customer complaints.
• Make swift and accurate investigations internally (reviewing disputers’ accounts/activities) and externally (using adverse media).
• Review the cardholder dispute form and answers from the customer response to understand the case
• Get in touch with the customer via email regarding the case
• Review the ‘similar transactions’ list to see how often the customer has been charged
• Review the ‘similar transactions’ list for refund
• Mark the status of the case: need more info, invalid, valid, already refunded or escalate according to the card dispute procedure
• Create documentation when needed to support if case is valid and ready for a chargeback to be filed
• Conduct an end-to-end investigation on alerts
• Follow various step-by-step flows, comprising an account activity review which includes internal and external research
• Determine one of the following outcomes: the alert is a false positive and no further action is needed, the account activity is a breach of the Terms of Use or Acceptable Use Policy, the alert is potentially a true positive and further investigation and/or confirmation of suspicion by the internal AML Investigations team is required

Your qualifications
Concentrix is a great match if you:

• A bachelor’s degree in a specific education background
• Specific professional background (min 9-12 months in BPO)
• Very good language skills – (C1 level of English)
• Good PC skills

What’s in it for you
In this role, we offer benefits that help you support your unique lifestyle:

• Full-time indefinite contract
• Performance bonus
• The option to choose from a board range of flexible benefits through MY Benefit Platform
• Medical Subscription
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs, specialized courses, and language classes

Experience the best version of you!
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”
Concentrix is an equal opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.
Eligibility to work
In accordance with Romania’s law, only applicants who are legally authorized to work in Romania will be considered for this position.
Location:
ROU Iasi - 1 Palat StreetLanguage Requirements:
EnglishTime Type:
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