Wilson

Work Location: Hybrid – 3 days a week
Position Type: 12‑month contract (potential for extension)
Location: Plano, Texas
Compensation Range: $28–$30 per hour

Our top financial client is looking for a talented and experienced Risk Specialist to join the Contact Center Team. The ideal candidate has a proven ability to work effectively in a fast‑paced, dynamic environment, with strong problem‑solving and decision‑making abilities. You must be able to identify, research, and analyze complex issues, manage time effectively, and work under tight deadlines while prioritizing tasks to meet SLAs.

This role is hybrid, requiring a minimum of 3 days per week on‑site.
Flexibility to work overtime, including Saturdays and occasional holidays, is required.

Responsibilities:

• Investigative Resolution: Manage 50+ complex inbound inquiries daily, performing deep‑dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies.
• Risk Mitigation & Decisioning: Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends.
• High‑Stakes De‑escalation: Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution‑based experiences.
• Strategic Documentation: Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs).
• Continuous Improvement: Collaborate with cross‑functional teams to report new fraud trends and suggest optimizations for risk detection tools.

Qualifications:

• 2+ years of experience in a call center setting focused on financial risk management, fraud prevention, payments/merchant services, banking operations, or fintech
• Strong commitment to customer service and empathy
• Demonstrated efficiency and strong work ethic when handling inbound phone queues
• Excellent prioritization skills to meet SLAs and performance metrics
• Exceptional analytical and critical‑thinking abilities with strong attention to detail
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• High integrity and ethical standards
• Effective collaboration and teamwork skills
• Eagerness to learn and adapt to new technologies and processes
• Ability to efficiently navigate multiple systems and tools while assisting merchants in real time
• Proficiency with G‑Suite and other relevant software applications; experience with Salesforce, LexisNexis, or specialized fraud platforms is a plus