Job Description

Job Title: Customer Service Representative – Inbound

Location: Plano TX (Hybrid Post Training, 3 days in office)

Duration: 6 Months

Rate Range: $25 – 29.70/hr on W2 DOE

**Initial Training – Onsite in Plano TX office – 1-2 weeks - 8am - 5pm CT daily

**Must be from Risk and Fraud background.

**Shift after training – any one– Chosen by manager - Mon-Fri / Tue-Sat / Sun-Thu

Duties:

• 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
• 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
• Document processes and procedures and maintain accurate and detailed records of all transactions
• Represent 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 pattern

Responsibilities:

• **CSR Inbound who will resolve risk and Fraud queries.
• 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 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 pattern
• Complete 15-20 inbound calls daily, solving complex Risk & Fraud questions to our merchants.

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