Customer Service Specialist; Banking & Finance

Customer Service Specialist (Banking & Finance)

Immediate need for a talented Customer Service Specialist. This is a 12 months contract opportunity with long-term potential and is located in Frisco TX (Hybrid). Please review the job description below and contact me ASAP if you are interested. Pay Range: $26 - $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:

• 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. 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.