ResponsibilitiesComplete 20+ inbound calls daily, solving complex risk‑based financial & fraud questions for our payment processing merchantsReview merchant cases to release funds held for fraud and financial concerns, collect balances owed, and assist with chargeback disputesProvide world‑class customer service through empathy during complex and escalated customer issuesAnalyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trendsAnalyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance proceduresUnderstand standard operating procedures and operate within the established guidelines to mitigate riskDocument processes and procedures and maintain accurate and detailed records of all transactionsRepresent the brand and provide top‑notch service while balancing customer empathy with risk policiesCollaborate effectively with cross‑functional teams to resolve customer‑related issuesIdentify areas of improvement and propose changes to optimize processes and technologyStay up‑to‑date with industry trends and data knowledge to identify new fraud and risk patternsRequirementsBachelor's degree in Finance, Risk Management, Accounting or related field a plus2+ years of relevant experience in risk management and/or financial or related call center work experienceStrong understanding of customer service and customer empathyProven ability to deescalate customers and effectively handle difficult situationsStrong work ethic and efficiency skills via inbound phone queuesAbility to prioritize tasks to meet SLAs and other performance metricsStrong analytical and critical thinking skills with attention to detailStrong organizational skills and the ability to manage multiple tasksStrong work ethic with high integrity and ethicsEffective collaboration and teamwork skillsWillingness to learn and adapt to new technologies and processesAbility to navigate between multiple systems and tools while helping the merchants in the momentProficient with G‑Suite and other relevant softwareThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.This job is not eligible for bonuses, incentives or commissions.Equal Opportunity / AffidavitKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.By clicking “Apply Today” you agree to receive calls, AI‑generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.#J-18808-Ljbffr
