Risk Analyst IWe are seeking detail-oriented and analytical Risk Analysts to support fraud detection and risk mitigation efforts. This role involves investigating complex financial activities, managing high-volume inbound inquiries, and delivering resolution-focused support to merchants while ensuring compliance with internal policies and procedures. Work Schedule & Requirements This is a hybrid role requiring a minimum of 3 days per week onsite Flexibility to work overtime, including Saturdays and occasional holidays, is required
Key Responsibilities:- Investigative Resolution
- Handle 50+ complex inbound inquiries daily related to merchant accounts
- Conduct in-depth investigations to resolve fraud alerts and financial discrepancies
- Risk Analysis & Decision-Making
- Analyze customer data, transaction patterns, and financial behavior
- Identify fraud trends, anomalies, and potential risks
- Make informed decisions aligned with company risk policies
- Customer Interaction & De-escalation
- Provide professional, empathetic support to merchants facing financial holds
- Manage high-pressure situations and de-escalate concerns effectively
- Documentation & Compliance
- Maintain accurate and detailed records of investigations and actions taken
- Ensure adherence to internal Standard Operating Procedures (SOPs) and compliance requirements
- Process Improvement
- Collaborate with cross-functional teams to identify emerging fraud trends
- Recommend improvements to risk detection tools and processes
- Required Skills & Qualifications 2+ years of experience in a call center environment, preferably in: financial risk management, fraud prevention, banking operations, payments or merchant services, fintech
- Strong customer service skills with a focus on empathy and professionalism
- Proven ability to manage high-volume inbound call queues efficiently
- Excellent prioritization and time management skills to meet SLAsStrong analytical and critical thinking abilities with attention to detail
- Ability to multitask and manage multiple systems simultaneously
- High level of integrity and ethical standards
- Strong teamwork and collaboration skills
- Adaptability and willingness to learn new tools and processes
- Proficiency in Google Workspace (G-Suite) and related applications
- Preferred Tools/Experience:
Salesforce
LexisNexisFraud detection platforms
Education & Certifications:
Bachelor's degree in Finance, Accounting, Criminal Justice, Risk Management, or a related field (preferred)
