Risk Analyst

Risk Analyst

Only qualified Risk Analyst candidates located near Atlanta, GA will be considered due to the position requiring an on-site presence. This role is hybrid, requiring a minimum of 3 days per week on-site. Flexibility to work overtime, including Saturdays and occasional holidays, is required. Open schedule availability is a MUST!! Will work most holidays and recharge days. Hybrid onsite roles 5 days/week, each week for the first 60 days (training period). Once in production, this group will move to 3 days onsite each week.

Required Skills:

• 2+ years of experience in a call center setting, focused on areas such as financial risk management, fraud prevention, payments/merchant service processing, banking operations, or fintech
• Strong commitment to customer service and customer empathy
• Proficiency with G-Suite and other relevant software applications
• Experience with Salesforce, LexisNexis, or specialized fraud platforms
• Demonstrated efficiency and a strong work ethic when handling inbound phone queues
• Excellent prioritization skills to meet Service Level Agreements (SLAs) and performance metrics
• Exceptional analytical and critical thinking abilities, with a keen eye for detail
• Strong organizational skills, capable of managing multiple tasks simultaneously
• High integrity and ethical standards in all work performance
• Effective collaboration and teamwork skills
• Eagerness to learn and adapt to new technologies and processes
• Ability to efficiently navigate multiple systems and tools while assisting merchants in real time

Preferred Skills:

• Banking or financial services experience
• Experience handling inbound customer calls related to financial accounts, risk, fraud, and dispute resolution (2+years)
• Experience with Salesforce, LexisNexis, or specialized fraud platforms (2+years)

Duties:

• Investigative Resolution: Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies
• Risk Mitigation & Decisioning: Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
• High-Stakes De-escalation: Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences
• Strategic Documentation: Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs)
• Continuous Improvement: Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**