Dexian · 17 hours ago
Banking Customer Service Specialist
Plano, TX
Contract
Hybrid
Entry, Mid Level
$27/hr - $31/hr
2+ years expDexian is seeking a talented and experienced Risk Specialist in their Contact Center Team. The role involves managing complex inquiries related to fraud, analyzing data to identify risks, and providing exceptional customer service to merchants.
ConsultingHuman ResourcesInformation TechnologyProfessional ServicesStaffing Agency
Hiring Manager
Sakshi Jha
Responsibilities
Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies
Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences
Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs)
Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools
Qualification
Required
Outstanding Communication Skills
Experience in a heavy Customer facing role
2+ years of experience in a call center setting, focused on areas such as financial risk management, fraud prevention, payments/merchant service processing, banking operations, or fintech
Strong commitment to customer service and customer empathy
Demonstrated efficiency and a strong work ethic when handling inbound phone queues
Excellent prioritization skills to meet Service Level Agreements (SLAs) and performance metrics
Exceptional analytical and critical thinking abilities, with a keen eye for detail
Strong organizational skills, capable of managing multiple tasks simultaneously
High integrity and ethical standards in all work performance
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
Strong problem-solving and decision-making abilities
Exceptional time management skills and the ability to work under tight deadlines while prioritizing tasks to meet SLAs
Flexibility to work overtime, including Saturdays and occasional holidays
Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies
Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
Serve as a calm, empathetic voice for merchants facing stressful financial holds
Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs)
Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools
Preferred
A bachelor's degree in finance, Accounting, Criminal Justice, or Risk Management
Certified Fraud Examiner (CFE) certification
Company
Dexian
Dexian provides services for staffing, talent development, and consulting, with a focus on technology, finance, and project management.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mahfuz Ahmed
Chairman of the Board
Vikram Motiani
Managing Director
Recent News
2025-11-19
Company data provided by crunchbase