Wilson

• 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

• 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

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Contact center setting for these roles.  Direct customer contact will be a vital part of this role.
 
Open schedule availability is a MUST!!
 
Will work most holidays and recharge days.
 
Hybrid onsite roles 5 days/week, each week for the first 60 days (training).  Once in production, this group will move to 3 days onsite each week.

Production work schedules:

M-F 6:00a - 2:30p CT
Su-Th 11:30p - 8:00a / 8:30a - 5:00p CT
M-F 8:30a - 5:00p CT
M-F 10:30a - 7:00p CT
M-F 1:00p - 9:30p CT
Tu-Sa 8:30a - 5:00p CT
Tu-Sa / M-F 4:00p - 12:30a CT
Su-Th / F-Tu 4:00p - 12:30a CT
Th-M 11:30p - 8:00a CT