Risk Analyst

Job Title: Risk Analyst

Duration: 12 months.

Location: Atlanta, GA (Hybrid)

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.

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.

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.
• 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, LexisNexis, or specialized Fraud platforms.

Education:

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