Job Title: Risk Specialist (Contact Center)
Pay range: $30 -31.77/hr.
Duration: 12 months
Location: Atlanta, GA
Hybrid
Summary:
We are looking for a talented and experienced Risk Specialist in our Contact Center Team, who has a proven ability to work effectively in a fast-paced and dynamic team environment. The ideal candidate must have strong problem-solving and decision-making abilities and be able to identify, research, and analyze complex issues. The candidate must have exceptional time management skills and the ability to work under tight deadlines while prioritizing tasks to meet SLAs.
Job 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 company’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 pattern
- 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
- Strong work ethic and efficiency skills via inbound phone queues
- 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
- Strong work ethic with high integrity and ethics
- Effective collaboration and teamwork skills
- Willingness to learn and adapt to new technologies and processes.
- Ability to navigate between multiple systems and tools while helping the merchants in the moment
- Proficient with G-Suite and other relevant software
- A bachelor's degree in finance, risk management, accounting or related field a plus
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
