Risk Analyst

Overview Job Title: Risk & Fraud Analyst I – Contact Center Locations: Frisco, TX – (Onsite until training post-hybrid) Duration: 12 Months, extension possible Rate Offered: $31.77/hr on W2 DOE 24/7 rotational shifts – Flexible to work on holidays/recharge days and weekends (Open schedule flexibility) Must be from Risk and Fraud background. Will work most holidays and recharge days. Training Time: 8:30 – 5:30 CST Local Time 5 days a week in office (60 days on the job training) Duties Handle Inbound Calls – Contact center / Call center to solve Risk and Fraud queries. Manage 50+ inbound calls daily, solving complex Risk & Fraud queries to our merchants. Complete 50+ inbound calls daily, solving complex risk-based financial & fraud questions for our payment processing merchants Review merchant cases to release funds held for fraud and financial concerns, collect balances owed, and assist with chargeback disputes. Provide world-class customer service through empathy during complex and escalated customer issues Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends Collaborate effectively with cross-functional teams to resolve customer-related issues Identify areas of improvement and propose changes to optimize processes and technology Skills 2+ years of relevant experience in risk management and/or financial or related call center work experience Strong understanding of customer service and customer empathy Proven ability to deescalate customers and effectively handle difficult situations Strong work ethic and efficiency skills via inbound phone queues Ability to prioritize tasks to meet SLAs and other performance metrics Strong analytical and critical thinking skills with attention to detail Strong organizational skills and the ability to manage multiple tasks Strong work ethic with high integrity and ethics Effective collaboration and teamwork skills Willingness to learn and adapt to new technologies and processes. Ability to navigate between multiple systems and tools while helping the merchants in the moment Proficient with G-Suite and other relevant software Benefits Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Pride Global and its affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Pride Global and its affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances. Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Note: Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation. #J-18808-Ljbffr