Required Skills:

• 2+ years of relevant experience in risk management and/or financial or related call center work experience
• Strong understanding of customer service and customer empathy
• Proven ability to de-escalate customers and effectively handle difficult situations
• Strong work ethic and efficiency skills via inbound phone queues
• Ability to prioritize tasks to meet SLAs and other performance metrics
• Strong analytical and critical thinking skills with attention to detail
• Strong organizational skills and the ability to manage multiple tasks
• Strong work ethic with high integrity and ethics
• Effective collaboration and teamwork skills
• Willingness to learn and adapt to new technologies and processes
• Ability to navigate between multiple systems and tools while helping the merchants in the moment
• Proficient with G-Suite and other relevant software

Job Summary:

• Complete 20+ cases daily, solving complex risk-based financial & fraud questions for our payment processing merchants
• Review merchant accounts based on standard operating procedures and use good judgment to determine if there is any compliance, fraud, and/or financial risks to the client
• Provide world-class customer service through empathy during complex and escalated customer issues
• Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
• Analyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures
• Understand standard operating procedures and operate within the established guidelines to mitigate risk
• Represent the client's brand and provide top-notch service while balancing customer empathy with risk policies
• Collaborate effectively with cross-functional teams to resolve customer-related issues
• Identify areas of improvement and propose changes to optimize processes and technology
• Stay up-to-date with industry trends and data knowledge to identify new fraud and risk patterns
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.