Pyramid Consulting, Inc · 14 hours ago
Customer Service Representative - Finance & Banking
Atlanta, GA
Contract
Hybrid
Entry, Mid Level
$30/hr - $31/hr
2+ years expPyramid Consulting, Inc is a leading IT Industry company, and they are seeking a Customer Service Representative - Finance & Banking. This role involves managing complex inbound inquiries, performing investigations into merchant accounts, and collaborating with cross-functional teams to enhance fraud detection tools.
ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency
Responsibilities
This role is hybrid, requiring a minimum of 3 days per week on-site
6 weeks onsite training
Flexibility to work overtime, including Saturdays and occasional holidays, is required
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 our risk detection tools
Qualification
Required
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
Preferred
Education: A bachelor's degree in finance, Accounting, Criminal Justice, or Risk Management is highly preferred
Benefits
Health insurance (medical, dental, vision)
401(k) plan
Paid sick leave (depending on work location)
Company
Pyramid Consulting, Inc
Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.
5001-10000 employees
H1B Sponsorship
Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (178)
2024 (112)
2023 (95)
2022 (62)
2021 (50)
2020 (117)
Funding
Current Stage
Late StageLeadership Team
Ramesh Maturu
President and Co-Founder
Manish Kaushik
Chief Financial Officer
Recent News
2025-08-18
Company data provided by crunchbase