Risk Analyst

Our client is seeking a detail-oriented and analytical Risk Analyst I to join their Contact Center Risk Team. This role is responsible for investigating complex merchant inquiries, identifying fraud and financial risks, and delivering timely, accurate resolutions in a fast-paced, high-volume environment.

The ideal candidate is customer-focused, highly organized, and skilled at balancing investigative analysis with empathetic communication. This is a hybrid position based in Atlanta, requiring three days onsite and two days remote each week.

Flexibility to work overtime, including Saturdays and occasional holidays, is required.

• Investigate and resolve 50+ complex inbound merchant inquiries daily related to fraud alerts and financial discrepancies
• Conduct in-depth analysis of customer data, transaction activity, and financial patterns to identify risk trends
• Apply risk mitigation strategies and sound decision-making to prevent fraud and financial losses
• Serve as a calm, professional point of contact for merchants experiencing account holds or escalations
• De-escalate high-stress situations and deliver resolution-focused customer experiences
• Document investigations, actions, and outcomes in accordance with internal SOPs and compliance standards
• Maintain accuracy and efficiency while meeting Service Level Agreements (SLAs) and performance metrics
• Collaborate with cross-functional teams to report emerging fraud trends and process improvement opportunities
• Support continuous improvement initiatives related to risk tools, workflows, and detection processes
• Navigate multiple systems simultaneously while assisting merchants in real time

• 2+ years of experience in a call center environment focused on risk, fraud prevention, banking, fintech, or merchant services
• Strong analytical, investigative, and critical thinking skills
• Excellent time management and prioritization abilities
• Demonstrated ability to meet SLAs in high-volume environments
• Strong attention to detail and documentation skills
• High integrity and commitment to ethical standards
• Exceptional verbal and written communication skills
• Ability to remain calm and professional in high-pressure situations
• Proficiency with G‑Suite and similar productivity tools
• Ability to work a hybrid schedule in Atlanta (3 days onsite, 2 days remote)

• Experience with Salesforce, Lexis Nexis, or specialized fraud detection platforms
• Background in payments processing, merchant services, or financial operations
• Experience supporting fraud investigations or dispute resolution teams

• Fraud detection and risk analysis
• Investigative and problem-solving skills