On-Site Fraud & Risk Customer Care Specialist

Teleperformance; Brownsville (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) & financial security

Life insurance

Job summary

Teleperformance in Brownsville, TX is seeking a Talent Risk Specialist for its on-site Contact Center Team. The role focuses on identifying, researching, and analyzing complex risk issues while delivering timely solutions to maintain SLAs and protect merchant funds.

The ideal candidate brings 2+ years in risk management or related call center work, with strong problem-solving skills and the ability to work under tight deadlines in a dynamic team environment.

Qualifications

• 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 deescalate customers and effectively handle difficult situations.
• 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.
• Willingness to learn and adapt to new technologies and processes.
• Proficient with multiple systems and tools used by merchants.

Responsibilities

• Complete 20+ inbound calls daily, solving complex risk-based financial & fraud questions for our payment processing merchants.
• Review merchant cases to release funds held for fraud and financial concerns, collect balances owed, and assist with chargeback disputes.
• 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.
• Understand standard operating procedures and operate within the established guidelines to mitigate risk.
• Document processes and procedures and maintain accurate and detailed records of all transactions.
• Represent Teleperformance'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.

Skills

Risk management

Customer service

De-escalation

Time management

Analytical thinking

Organization

Integrity

Collaboration

Willingness to learn

Systems navigation

G‑Suite

Education

Bachelor's degree (finance/risk)

Tools

G‑Suite

Job description

Teleperformance in Brownsville, TX is seeking a Talent Risk Specialist for its on-site Contact Center Team. The role focuses on identifying, researching, and analyzing complex risk issues while delivering timely solutions to maintain SLAs and protect merchant funds.

The ideal candidate brings 2+ years in risk management or related call center work, with strong problem-solving skills and the ability to work under tight deadlines in a dynamic team environment.