Customer Service Specialist

Job Description

Job Description

We are looking for a dedicated Customer Service Specialist to join our team on a contract basis in Santa Rosa, California. This role involves providing exceptional support to merchants while ensuring compliance, managing risk, and maintaining high standards of service delivery. The ideal candidate will bring strong technical skills, a keen eye for detail, and a proactive approach to problem-solving.

Responsibilities :

• Investigate and monitor merchant processing activities using advanced risk management tools.
• Handle customer inquiries by explaining underwriting policies and decisions with clarity.
• Conduct thorough investigations to ensure compliance and mitigate risks.
• Document risk assessments and findings in a concise and structured manner.
• Maintain merchant accounts, including updating profiles and bank account details.
• Collaborate with sales and other internal teams to deliver seamless merchant support.
• Stay informed about industry trends relevant to merchant services and risk management.
• Assist with credit and risk-related tasks, including reviewing merchant accounts.
• Ensure all services meet or exceed established quality and service standards.
• Minimum of 1-2 years of experience in merchant services, with a focus on fraud and risk management (preferred).
• Proficiency in using transaction and risk monitoring systems.
• Strong analytical skills and an investigative mindset.
• Exceptional attention to detail and a heightened sense of risk awareness.
• Excellent written and verbal communication abilities.
• Ability to manage multiple tasks while maintaining consistent performance.
• Familiarity with Microsoft Excel or Google Sheets, including basic functions.
• Availability to work Monday through Friday during Pacific Time hours.