David Kennedy Recruitment has partnered with a leading BPO company that supports top tech brands in providing exceptional customer care. We're looking for a German speaking Fraud Activity Agent for their offices in Barcelona.
Position: Fraud Activity Agent
Location: Barcelona, Spain
Employment type: Full-time, on-site
Remuneration: Base salary + performance bonus.
DUTIES AND RESPONSIBILITIES:
- Investigate and verify suspicious or high-risk activity using internal tools, guidelines, and established processes
- Review and validate customer-provided documentation to assess potential risks or fraudulent behavior
- Resolve cases accurately and within defined timelines while ensuring compliance with service-level standards
- Monitor pending cases, follow up on outstanding documentation, and escalate when necessary
- Maintain detailed and accurate records of investigations, actions, and outcomes
- Communicate professionally and effectively in sensitive or escalated situations
- Apply knowledge of risk indicators, fraud patterns, and process insights to prevent and mitigate risk
- Identify opportunities to improve workflows, share recommendations, and support process enhancements
- Demonstrate sound judgment, independence, and professionalism when handling high-impact cases
REQUIREMENTS:
- Fluent in German (C1), with proficiency in writing and written. As well as proficiency in English (at least B2).
- Strong analytical, problem-solving, and critical thinking skills
- Prior experience in fraud prevention, risk management, or back-office support (minimum 6 months preferred)
- Proven ability to meet or exceed performance targets and maintain professional standards
- High level of integrity, reliability, and accountability in all tasks
- Strong interpersonal skills, including active listening, empathy, and adaptability
- Experience handling complex or escalated cases with professionalism
- Proficiency with research and support tools (knowledge bases, search engines, CRMs, shipment tracking systems, etc.)
- Familiarity with operating systems (iOS, Android, Windows) and ability to explain them clearly
- Attention to detail, accuracy, and autonomy in daily work
- Ability to perform under pressure, make well-reasoned decisions, and apply root-cause analysis
- Willingness to share best practices, contribute to team improvements, and continuously learn
- Dependable, punctual, and committed to maintaining a positive and professional work ethic
BENEFITS:
- Attractive remuneration with capped sales bonuses.
- Private healthcare coverage.
- Relocation assistance.
- Fully paid training on company processes, tools, and products.
- Modern office facilities in a convenient central location.