Risk and Fraud Customer Support Analyst

Our client, a global fintech company, is seeking a Risk and Fraud Customer Support Analyst
.
 
Apply today for consideration!
 
Job Title: Risk and Fraud Customer Support Analyst
Location:  Atlanta, GA
Duration: 11 Months
Pay Range: $25 - $31 /hour on w2
 
Job Description
Complete 20 inbound calls daily, solving complex risk-based financial & fraud questions for our payment processing merchants
Review merchant cases to release funds held for fraud and financial concerns, collect balances owed, and assist with chargeback disputes.
Provide world-class customer service through empathy during complex and escalated customer issues
Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
Analyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures
Understand standard operating procedures and operate within the established guidelines to mitigate risk
Document processes and procedures and maintain accurate and detailed records of all transactions
Represent Client's brand and provide top-notch service while balancing customer empathy with risk policies
Collaborate effectively with cross-functional teams to resolve customer-related issues
Identify areas of improvement and propose changes to optimize processes and technology
Stay up-to-date with industry trends and data knowledge to identify new fraud and risk pattern

Requirements:
2 years of relevant experience in risk management and/or financial or related call center work experience
Strong understanding of customer service and customer empathy
Proven ability to deescalate customers and effectively handle difficult situations
Strong work ethic and efficiency skills via inbound phone queues
Ability to prioritize tasks to meet SLAs and other performance metrics
Strong analytical and critical thinking skills with attention to detail
Strong organizational skills and the ability to manage multiple tasks
Strong work ethic with high integrity and ethics
Effective collaboration and teamwork skills
Willingness to learn and adapt to new technologies and processes.
Ability to navigate between multiple systems and tools while helping the merchants in the moment
Proficient with G-Suite and other relevant software
 
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity
Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
 
Fair Chance Employment
Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
 
Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. 
 
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
 

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