Financial Customer Service Specialist- On-Site

Overview

This position will be located on-site in Brownsville, Texas.

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.

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

 

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

 

Your Career Starts Here

Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.

Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.

We also welcome applications from active-duty service members, veterans, and military families.  Please mention your service to the recruiter! 

 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Application Deadline: Ongoing until positions are filled. Please click apply to start your application. 

For other opportunities, please visit the TP Careers site at https://www.tp.com/en-us/careers.

 

Responsibilities

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
• 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 /not required

Key Competencies:

 

• • Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
  • Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
  • Communication: Outstanding communication, listening, and analytical skills.
  • Organizational Skills: Strong organizational and problem-solving skills.
  • Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
  • Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
  • Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
  • Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Qualifications

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
• 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 Intuit'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