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.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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