Risk Analyst I

Risk Analyst I

We 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.

• 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

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

• 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 SLAs
• Strong 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

• Salesforce
• Lexis Nexis
• Fraud detection platforms

• Bachelor's degree in Finance, Accounting, Criminal Justice, Risk Management, or a related field (preferred)