Customer Service Specialist; Banking & Finance

Customer Service Specialist (Banking & Finance)

Immediate need for a talented Customer Service Specialist (Banking & Finance). This is a 12 months contract opportunity with long-term potential and is located in Frisco TX (Hybrid).

Key Responsibilities:

• Complete 20 inbound calls daily, resolving complex risk-based financial and fraud questions for payment processing merchants
• Review merchant cases to release funds held for fraud/financial concerns, collect balances owed, and assist with chargeback disputes
• Provide world-class customer service with empathy during complex/escalated issues
• Analyze customer information, financial patterns, and transaction data to identify fraud and risk trends
• Analyze financial data to detect irregularities in billing trends, financial relationships, and regulatory compliance
• Operate within established SOPs/guidelines to mitigate risk
• Document processes and maintain accurate transaction records
• Represent client's brand while balancing customer empathy with risk policy
• Collaborate cross-functionally to resolve customer issues
• Identify process/technology improvement opportunities
• Stay current on industry fraud and risk trends

Key Requirements and Technology

Experience:

• 2 years relevant experience in risk management and/or financial or call center work
• Strong customer service and empathy skills; proven ability to de-escalate
• Strong work ethic and efficiency on inbound phone queues
• Ability to prioritize and meet SLAs/performance metrics
• Strong analytical and critical thinking skills with attention to detail
• Strong organizational skills; able to manage multiple tasks
• High integrity and ethics
• Effective collaboration/teamwork
• Willingness to learn new tools/technologies
• Ability to navigate multiple systems/tools simultaneously

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions.