Risk Analyst

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.

We are looking for a talented and experienced Risk Specialist in our Contact Center Team, who has a proven ability to work effectively in a fast-paced and dynamic team environment.

The ideal candidate must have strong problem-solving and decision-making abilities and be able to identify, research, and analyze complex issues.

The candidate must have exceptional time management skills and the ability to work under tight deadlines while prioritizing tasks to meet SLAs.

Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies.

Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends.

Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences.

Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs).

Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools.

Supporting customers and making payment arrangements, payment plans, adjusting payment types, etc.

Chargeback experience is a plus.

A bachelor’s degree in finance, Accounting, Criminal Justice, or Risk Management is highly preferred. Certified Fraud Examiner (CFE) certification is a plus.

• 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.
• 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.
• Proficiency with G-Suite and other relevant software applications-Experience with Salesforce, Lexis Nexis, or specialized Fraud platforms.