Risk Analyst I

Job Title: Risk Analyst I

Duration: 12 months

Location: Plano TX 75024 Hybrid

XXXX: $31/hr

Work schedule

• Hybrid onsite schedule with 3 days each week onsite in PLN
• schedules can be Mon-Fri Tue-Sat Sun-Thu which will also include swing shifts - workers need to be very flexible and open to any of the work shifts provided. One of the work schedules listed below will be assigned:

• Sun-Thu 6a-2:30p
• Tue Sat 4:00p 12:30a
• Mon Fri 8:30a 5:00p
• Mon Fri 9:30a 6:00p
• Mon Fri 10:30a 7:00p
• Mon Fri 1:00p 9:30p

Training:

• 5 weeks - onsite each day 45 days onsite for follow-up training

Responsibilities

• 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.