Job Details

Immediate need for a talented Customer Service Representative - Finance & Banking. This is a 12 months contract opportunity with long-term potential and location in Plano, TX (Hybrid). Please review the job description below and contact me ASAP if you are interested.

Job Diva ID: 26-02425

Pay Range: $30 - $31/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:

• This role is hybrid, requiring a minimum of 3 days per week on-site.
• 6 weeks onsite training
• Flexibility to work overtime, including Saturdays and occasional holidays, is required.
• Investigative Resolution:
• Manage 50 complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies.
• Risk Mitigation & Decisioning: Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends.
• High-Stakes De-escalation: Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences.
• Strategic Documentation: Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs).
• Continuous Improvement: Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools.

Key Requirements and Technology Experience:

• 2 years of experience in a call center setting, focused on areas such as financial risk management, fraud prevention, payments/merchant service processing, banking operations, or fintech.
• Strong commitment to customer service and customer empathy.
• Demonstrated efficiency and a strong work ethic when handling inbound phone queues.
• Excellent prioritization skills to meet Service Level Agreements (SLAs) and performance metrics.
• Exceptional analytical and critical thinking abilities, with a keen eye for detail.
• Strong organizational skills, capable of managing multiple tasks simultaneously.
• High integrity and ethical standards in all work performance.
• Effective collaboration and teamwork skills.
• Eagerness to learn and adapt to new technologies and processes.
• Ability to efficiently navigate multiple systems and tools while assisting merchants in real-time.
• Proficiency with G-Suite and other relevant software applications-Experience with Salesforce, LexisNexis, or specialized Fraud platforms.
• Education: A bachelor's degree in finance, Accounting, Criminal Justice, or Risk Management is highly preferred

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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