Fraud Specialist

Our client is a global fintech company that is seeking a Risk Analyst / Fraud Investigator About the Role: We are seeking a proactive, analytical, and empathetic Fraud Investigator to join our growing Risk & Resolution team. In this high-impact role, you will conduct deep-dive investigations into merchant accounts, resolve complex fraud alerts, and ensure financial integrity while providing top-tier customer support. Key Responsibilities Investigative Resolution Manage 50+ complex inbound inquiries daily, conducting thorough investigations into merchant accounts to resolve fraud alerts and financial discrepancies. Risk Mitigation & Decisioning Analyze customer details, financial patterns, and transaction data to identify and respond to emerging fraud and risk trends. High-Stakes De-escalation Act as a calm, empathetic voice for merchants facing stressful financial situations, transforming challenging conversations into successful resolutions. Strategic Documentation Maintain meticulous records throughout every step of the investigative process, rigorously adhering to internal Standard Operating Procedures (SOPs). Collaborate with cross-functional teams to report emerging fraud trends and recommend optimizations for risk detection tools. Skills & Experience 2+ years in a call center environment, focused on financial risk management, fraud prevention, payments processing, banking operations, or fintech. Strong customer service skills and a genuine empathy for client concerns. Demonstrated efficiency and a dedicated work ethic in managing inbound phone queues. Excellent prioritization skills to consistently meet Service Level Agreements (SLAs) and performance metrics. Exceptional analytical and critical thinking abilities with meticulous attention to detail. High level of organization and ability to manage multiple tasks simultaneously. Proficient at navigating multiple systems and tools to assist merchants in real time. Proficiency with G-Suite and other essential software; experience with Salesforce, LexisNexis, or specialized fraud platforms is a plus. Education & Certifications Bachelor’s degree in Finance, Accounting, Criminal Justice, Risk Management, or a closely related field preferred. Certified Fraud Examiner (CFE) certification is a plus. #J-18808-Ljbffr