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VE - Senior Escalated Fraud Customer Support Agent (Internal)

Bellevue, WA

(Internal Candidates Only – Job Description not to be shared externally) 

Who is Blueprint? 

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. 

Why Blueprint? 

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k.

What will I be doing? 

Blueprint is looking a Senior Escalated Fraud Customer Support Agent to be part of the team. 

The Senior Escalated Fraud Customer Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. In addition to Fraud agent responsibilities, the Senior Escalated Fraud Customer Support Agent will play a critical role in training Fraud agents and provide ongoing coaching on Fraud reports and tickets. The Senior Escalated Fraud Customer Support Agent will also be in direct contact with our client to facilitate communications regarding trending issues and process changes. 

Duties/Responsibilities:  

  • Deliver world-class customer service by following established departmental policies, processes, and standards  
  • Manage and respond to Fraud tickets within the established SLA and performance guidelines  
  • Respond to Fraud tickets with relevant information and directions in an organized and concise manner
  • Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
  • Communicate and explain information to the customer in writing with a focus on first-time resolution
  • Assist customers with purchase and refund issues, subscriptions, payment processing issues, licensing, fraud, chargebacks 
  • Investigate and lock accounts for fraud 
  • Identify trends and inaccuracies within the Steam store and forward to the client 
  • Multitask between multiple tools and systems and apply information and knowledge to customer situations
  • Assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution 
  • Research and resolve escalated issues and may serve as a point of escalation to address customer inquiries  
  • Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution 
  • Monitor client facing tools (Matter Most) and keep up with client updates and directives
  • Consistently meet and exceed customer satisfaction and productivity metrics
  • Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic and high- transaction environment.
  • Coordinate internally with other teams as needed to provide feedback and help resolve issues
  • May be assigned to assist in other ticket queues as needed
  • Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
  • Additional duties and special projects as assigned. 

Qualifications: 

  • A minimum of 1 year of customer service experience
  • 1+ years in customer support and/or technical troubleshooting
  • 1+ years of experience within the Fraud team, and fully trained on all Fraud reports is required
  • 6+ months of experience in the Billing queue and exhibit a thorough understanding of the Billing queue through ticket work
  • Written and verbal fluency in English language required
  • Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
  • Must be meeting performance expectations of the current role   
  • Proficient with Microsoft Office Suite or related software 

Skills/Abilities: 

  • Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
  • Ability to function well in a high-paced, metric driven and at times stressful environment
  • Have a customer focus mindset - career orientation towards customer service
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability and interest in conducting research on unlawful activity and utilizing resources to resolve customer inquiries
  • Ability to shift approach between very different ticket styles. Use LOB expertise to pivot and align response based on the type of ticket (customer v/s fraud).
  • Exercise judgment around very sensitive decisions that can set precedent and potentially face public scrutiny
  • Expertly build narratives around fraud trends to help identify and protect client and customer assets
  • Strong analytical skills, excellent pattern recognition, and comfort with large data sets
  • Familiarity with online video game marketplaces and online gaming  
  • Understanding of gaming culture, especially games with economies (MMOs for example) and auxiliary websites (such as those created by gold farmers and other scams)
  • Excellent interpersonal, organizational and relationship building skills
  • Able to perform with little or ambiguous guidance
  • Able to prioritize tasks and manage multiple priorities simultaneously
  • Able to de-escalate customer complaints
  • Must be able to work in a fluid, multi-cultural, close-working, diverse environment
  • Proven track record of successful and professional communication to key business stakeholders  
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail. 

Essential Functions: 

Availability: 

  • Must be willing to work the 4x10 hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy.
  • Specific work shifts may be subject to change based on business needs.
  • Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.   

Physical Requirements: 

  • Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
  • Ability to sit at a workstation for extended periods, engaging with content on a monitor.
  • Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm. 

Communication and Collaboration: 

  • Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients. 
  • Role may require the ability to communicate in written form other languages as specified based on engagement requirements.
  • Openness to receiving constructive feedback and maintaining courtesy in interactions. 

Independent Judgment and Time Management: 

  • Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.  

Accessibility Accommodations: 

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the job. 

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($24.00 - $27.25). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

  • Medical, dental, and vision coverage
  • Flexible Spending Account
  • 401k program
  • Competitive PTO offerings
  • Parental Leave
  • Opportunities for professional growth and development

FLSA - Job Classification:  Non-Exempt - Hourly, Full Time Position 

Location: Hybrid (Work from home and in-office located in Bellevue, WA) 

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