Customer Service Representatives

Customer Support Representatives (CSRs) are your organization’s interface with the end user.
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Customer Support Representatives (CSRs) are your organization’s interface with the end user.
Customer Calls
At times, the CSRs also handle incoming calls from the end users. In other words, they attend customer calls. For example, a customer might call the Call Center because they see transactions that they did not perform. In such cases, these operators record the input from the customer, if a case for the specified user already exists. If a case does not exist for the customer, then a case is generated automatically.
The input collected by CSRs is used by the Fraud Analyst for analyses.
In this case, the CSRs:
  • Handle user calls.
  • Record user inputs.
    They can take appropriate notes in a free-form field to capture the progress of the investigation.
  • View recent activities of the user.
  • Add users to the 
    Exception User List
     for a specified duration, based on the user input.
    The default duration is 10 days, but they can change it as required.
  • Search for the transactions by the user in the given time period.
Workflow of Cases
They typically review cases that are automatically allocated to them and work on these cases. When they start working on a case, the case is marked with their name. As a result, the case will not show in another CSR’s screen. However, the Queue Managers can reassign the case to another CSR by assigning another CSR to the Queue.
CSRs can also call end users to confirm the authenticity of a suspect transaction. Their main activities include:
  • If required, call the end users to verify if a transaction is fraudulent or not.
  • Add users to the 
    Exception User List
     for a specified duration, based on the user input.
    The default duration is 10 days, but they can change it as required.
  • After reviewing a case, CSRs can update the case. As a result of which, they can change the case status from 
    In Progress
     to one of the following:
    • On Hold
    • Closed
  • They can also take appropriate notes in a free-form field to capture the progress of the investigation.