Risk Analyst

** This role is hybrid and will require 3 days in the office per week.

Must be able to work Weekends and most holidays.

A bachelor's degree in finance, risk management, accounting or related field a plus

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 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 pattern

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 deescalate customers and effectively handle difficult situations

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

Proficient with G-Suite and other relevant software