Position: Customer Service Specialist

Location: Irving, TX (on-site)

Reporting to: Director of Risk

Compensation: $20 - $23 per hour + annual bonus potential

Are you searching for a new opportunity with a great company? Do you have Customer Service or Merchant Services work experience? If so, this may be the opportunity you’ve been hoping for.

Gather Resources is looking for a sharp candidate with phone-based Customer Service experience to work on-site and help support their client’s Risk team, making outbound calls to complete transaction investigations and make recommendations to help protect the client company and its merchants from fraud and financial losses.

The Customer Service Specialist conducts outbound phone calls, asking questions relating to the business and their processing activity, completing investigations, communicating with merchants, cardholders, and agents regarding their credit and debit card processing activity until each investigation is completed. This department works closely with Finance and Risk teams and is the last line of defense in mitigating financial losses to the company, merchants, and partners.

Role & Requirements:

  • Review Merchant Exception and Chargeback Reports using an online reporting system to identify and mitigate risk and losses related to merchant credit card transactions processed daily

  • When deemed appropriate, conducts investigations on merchant processing and potential chargebacks, including suspending deposits until the investigation is completed

  • Collect documentation from merchants to verify information with issuing banks or other outside resources

  • Conducts merchant interviews related to investigations and uploads supporting documents

  • Communicate with the referring ISO/Agent on the progress of investigations and holds affecting merchants

  • Initiate or respond to e-mail communications with other MAC (Merchant Acquiring Committee) members regarding fraudulent or high-risk merchants; share information regarding merchant processing patterns where relevant to prevent further or future losses

  • Daily chargeback investigations, communications, and support

Skills & Experience:

  • Strong deductive reasoning skills: can infer information gathered from multiple sources

  • Ability to identify patterns or recognize anomalies in a fast-paced environment

  • Able to read and fully understand personal and business credit reports, and bank statements to assess a merchant’s financial condition and wherewithal

  • Knowledge of payment processing and the various departments that connect with risk, such as Underwriting, outside/inside sales

  • Knowledge of ACH returns, chargebacks, and how each relates to risk management

  • Ability to convey difficult news compassionately in support of building long-term relationships with merchants and ISOs

  • Ability to adhere to strict deadlines on financial holds and releases

  • Ability to effectively communicate both written and verbal

  • 3 years of experience in a Customer Service, Risk Management, Credit Underwriting, or Chargeback Support position

  • Proficiency with Microsoft Office applications

Perks & Benefits:

  • Health, Dental, Vision, and Life Insurance

  • 401(k) with company match

  • Year-end/annual bonus potential

  • Generous paid time off and 7 paid company holidays

  • Pool table, ping pong table, & other games on-site

Work Schedule & Other Information:

  • The typical work schedule will be 8 am-5 pm, five days a week, Monday through Friday.

  • DFW's Best & Brightest Companies to Work For (2019, 2020, 2021, 2022, 2023, 2024 Winner)

  • Top 10 places to work in DFW

  • Inc 5000 List of Fastest Growing Private Companies for 2021, 2022, 2023, 2024