Risk Analyst I

About the role

This role is hybrid, requiring a minimum of 3 days per week on-site in Atlanta, GA. Flexibility to work overtime, including Saturdays and occasional holidays, is required.

Responsibilities

• 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.

Qualifications

• 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.

Preferred qualifications

• A bachelor's degree in Finance, Accounting, Criminal Justice, or Risk Management is highly preferred.
• Certified Fraud Examiner (CFE) certification is a plus.
• Experience with Salesforce, LexisNexis, or specialized Fraud platforms.

This response is AI-generated, for reference only.