Risk Analyst I

Risk Analyst IWe are seeking detail-oriented and analytical Risk Analysts to support fraud detection and risk mitigation efforts. This role involves investigating complex financial activities, managing high-volume inbound inquiries, and delivering resolution-focused support to merchants while ensuring compliance with internal policies and procedures.Work Schedule & RequirementsThis is a hybrid role requiring a minimum of 3 days per week onsiteFlexibility to work overtime, including Saturdays and occasional holidays, is requiredKey ResponsibilitiesInvestigative ResolutionHandle 50+ complex inbound inquiries daily related to merchant accountsConduct in-depth investigations to resolve fraud alerts and financial discrepanciesRisk Analysis & Decision-MakingAnalyze customer data, transaction patterns, and financial behaviorIdentify fraud trends, anomalies, and potential risksMake informed decisions aligned with company risk policiesCustomer Interaction & De-escalationProvide professional, empathetic support to merchants facing financial holdsManage high-pressure situations and de-escalate concerns effectivelyDocumentation & ComplianceMaintain accurate and detailed records of investigations and actions takenEnsure adherence to internal Standard Operating Procedures (SOPs) and compliance requirementsProcess ImprovementCollaborate with cross-functional teams to identify emerging fraud trendsRecommend improvements to risk detection tools and processesRequired Skills & Qualifications2+ years of experience in a call center environment, preferably in: financial risk management, fraud prevention, banking operations, payments or merchant services, fintechStrong customer service skills with a focus on empathy and professionalismProven ability to manage high-volume inbound call queues efficientlyExcellent prioritization and time management skills to meet SLAsStrong analytical and critical thinking abilities with attention to detailAbility to multitask and manage multiple systems simultaneouslyHigh level of integrity and ethical standardsStrong teamwork and collaboration skillsAdaptability and willingness to learn new tools and processesProficiency in Google Workspace (G-Suite) and related applicationsPreferred Tools/Experience:SalesforceLexisNexisFraud detection platformsEducation & CertificationsBachelor's degree in Finance, Accounting, Criminal Justice, Risk Management, or a related field (preferred)