Customer Service Specialist - Freelancing After 90 Days - Remote | Wfh

Join a dynamic and forward-thinking team at [Company Name], a leading player in the fintech industry, powering Zelle®. We are dedicated to fostering prosperity and making a meaningful impact on the lives of millions of consumers and businesses.
we believe in innovation, collaboration, and inclusivity. Our state-of-the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL, along with our growing presence in San Francisco, CA, are hubs of creativity and teamwork. We prioritize hiring in select states and regions to encourage in-person collaboration, but we also offer flexibility through hybrid and remote work models.
Join us in shaping the future of fintech, where your skills and passion will be valued and rewarded.
Position Overview
As a Customer Service Specialist, you will play a crucial role in identifying, investigating, and mitigating potential fraudulent activity involving users and transactions during phone interactions. You will handle various aspects of customer support, technical assistance, and information dissemination regarding payment transactions and customer profiles.
Key Responsibilities
Communicate effectively with consumers in an inbound call center environment, adhering to performance metrics.
Navigate multiple technologies while engaging with our consumers.
Analyze data to detect patterns and identify trends.
Conduct research and investigations into users and transactions.
Make informed decisions to interdict and mitigate fraud risk.
Provide technical guidance to end-users and maintain accurate documentation.
Analyze and review OFAC (Office of Foreign Assets Control) and Memo Screening Reports.
Approach problems logically to ensure appropriate consumer outcomes.
Utilize OFAC lists to review alerts, clear false positives, and report matches.
Take ownership of each consumer interaction, demonstrating respect and empathy.
Support the company's commitment to risk management and data confidentiality.
Minimum Qualifications
High school diploma.
Previous experience in a banking or call center environment.
Strong problem-solving, analytical, research, and investigative skills.
Excellent phone etiquette and customer service orientation.
Ability to work independently and manage a high volume of research cases.
Outstanding verbal and written communication skills.
Intermediate proficiency in MS Office.
Background and drug screening.
Preferred Qualifications
Bachelor's degree or equivalent work experience in a related field.
Previous experience with fraud detection or technical support, including knowledge of mobile payment systems.
Familiarity with OFAC, FinCen, and US financial regulatory agencies.
Strong understanding of fraud prevention, detection, analysis, and mitigation.
Knowledge of payment methods, including ACH, Debit, and Credit Card.
Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.
Physical Requirements
Work primarily takes place in a standard office environment, with occasional standing, walking, kneeling, and reaching. Must be able to lift up to 10 pounds occasionally. Visual acuity and dexterity required to work with documents and office equipment. Effective communication with internal and external customers is essential.
This job description does not cover all responsibilities and standards associated with the position.
the company is an equal opportunity employer and follows affirmative action guidelines.
Our Commitment to Your Well-Being
Competitive medical, dental, and vision plans with HSA and FSA options.
401(k) Retirement Plan with a 100% Company Safe Harbor Match.
12 weeks of Paid Parental Leave.
Unlimited Time Off for exempt employees, generous PTO for hourly employees, and 11 paid company holidays.
Comprehensive support through the Parenting journey with Maven Family Planning.
And more! Check our Benefits page for updates.
About
We are a forward-thinking fintech company with a passion for shaping the future of payments. For over 25 years, we have been at the forefront of financial technology, protecting and advancing the global financial system. Join our diverse and talented team and be part of the next generation of payments!
Salary: $ 20.00 22.00 Per Hour