Job Description Education: A bachelor's degree in finance, risk management, accounting or related field a plus Required Skills: 2+ years of relevant experience in risk management and/or financial or related call center work. 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 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.**
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