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.