Fraud Prevention Voice Agent - Portmore
IBEX Global
- St. Catherine
- Not disclosed
- Not disclosed
- Updated 05/05/2026
- HR
Join us at our Portmore location as a Fraud Prevention Agent!
Overview
The customer service representative will be responsible for supporting customers via inbound and outbound calls. You will make scheduled outbound callbacks to high-value and VIP customers to assist them in resolving reported issues and managing support tickets related to these voice interactions.
Responsibilities shall primarily focus on initial issue triage, resolution support, and facilitating the customer's connection to the appropriate department or resource when escalation is required.
Responsibilities
Conduct scheduled outbound calls to customers in a professional, compliant, and service-oriented manner
Handle complex customer interactions with clarity, confidence, and empathy
Resolve issues efficiently while maintaining Uphold’s brand and service standards
Provide operational feedback to improve call efficiency, customer outcomes, and overall effectiveness
Adhere strictly to established call handling procedures, compliance requirements, and documentation standards
Participate in Quality Monitoring programs aligned with the clients’ QA framework and calibration standards
Qualifications & Skills
Excellent written & verbal communication skills and professional phone presence
Ability to communicate correctly and clearly with both internal and external customers
Strong customer service orientation with the ability to manage nuanced and complex conversations
Fluent in English (spoken and comprehension)
Ability to empathize with customers
Experience Requirements
Proven experience handling customer interactions over the phone, particularly in complex or sensitive scenarios
Ability to work independently within structured callback schedules
High school diploma required; college degree or vocational certification is a plus
Compliance-related training (AML, KYC, fraud prevention) is preferred but not required
