Risk Analyst (Call Center)

Only qualified Risk Analyst candidates located near the Atlanta, GA area to be considered due to the position requiring an onsite presence***

Shifts: Tuesday - Saturday, Sunday - Thursday, Monday - Friday. Must be able to work Weekends and most holidays.

Required Skills:

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 de-escalate customers and effectively handle difficult situations

Proficient with G-Suite and other relevant software

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

Duties:

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 the clients 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 patterns

• **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 clients business needs and requirements.**