Fraud Risk Call Center Specialist - Banking & Payments

Pyramid Consulting, Inc; Frisco (TX); Hybrid; USD 74,501,000 - 88,828,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Paid sick leave

Job summary

Pyramid Consulting, Inc. in Frisco, TX is seeking an Inbound Fraud Call Center Specialist for a 12+ month contract. You will handle risk-based inquiries related to banking and payments, and support merchants through complex issues.

Ideal candidates have 2+ years in risk management or call center roles, excellent empathy, and the ability to meet SLAs while protecting the client from fraudulent activity. This hybrid role offers competitive pay and benefits.

Qualifications

• 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
• Willingness to learn new tools/technologies
• Ability to navigate multiple systems/tools simultaneously

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 riskDocument 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

Skills

Risk management

Customer service

Empathy

Call center operations

Analytical thinking

Time management

Integrity

Job description

Pyramid Consulting, Inc. in Frisco, TX is seeking an Inbound Fraud Call Center Specialist for a 12+ month contract. You will handle risk-based inquiries related to banking and payments, and support merchants through complex issues.

Ideal candidates have 2+ years in risk management or call center roles, excellent empathy, and the ability to meet SLAs while protecting the client from fraudulent activity. This hybrid role offers competitive pay and benefits.