Risk and Fraud Customer Support Analyst

Our client, a global fintech company, is seeking a Risk and Fraud Customer Support Analyst located in Atlanta, GA. The position is 11+ months with a pay range of $25 - $31 per hour on a W2 basis. Job Description Complete 20+ inbound calls daily, solving complex risk-based financial and 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. Analyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures. Understand standard operating procedures and operate within established guidelines to mitigate risk. Document processes and procedures and maintain accurate and detailed records of all transactions. Represent Client's brand and provide top‑line service while balancing customer empathy with risk policies. Collaborate effectively with cross‑functional teams to resolve customer‑related issues. Identify areas of improvement and propose changes to optimize processes and technology. Stay up‑to‑date with industry trends and data knowledge to identify new fraud and risk patterns. Requirements 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 merchants in the moment. Proficient with G‑Suite and other relevant software. Benefits Russell Tobin offers eligible employees 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. Equal Employment Opportunity Russell Tobin is 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. Fair Chance Employment Russell Tobin is 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. 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