Remote Help Desk Analyst Jobs in Decatur, GA (NOW HIRING)

Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
Job Description
Join our XplorPay vertical as a Risk Analyst to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers' experiences.
Reporting into the Director of Risk, you will help us with the daily monitoring of merchant processing activity, as well as, conducting investigations of suspicious merchant activity that may be related to merchant(s) processing outside of or not as approved parameters. Analyst is responsible for evaluating patterns in merchant processing activity and researching against internal and external information sources that help in evaluating and identifying potentially suspicious merchant or card holder issues. Review system and department generated reporting that support in identifying potential processing issues to help mitigate potential company losses. Analyst will be responsible for answering incoming and making outgoing calls to customer base in a professional courteous manner; log and notate customer interaction; follow-up on customer inquiries and research; review faxed and emailed request and inquiries; read and interpret business and financial documents; ability to multi-task, handle escalated calls and negotiate a resolution; recommend process improvements and work on special projects.
Some of the other responsibilities include:

• Analyze merchant account activity alerts generated by automated monitoring systems in order to identify suspicious transaction or processing issues
• Review system and department generated reporting that support in identifying potential processing issues to help mitigate potential company losses
• Collaborate with cross-functional teams to design, communicate, and implement risk mitigation strategies, ensuring compliance with industry standards and regulations
• Monitor emerging trends and threats in the payments industry, adapting risk assessment methodologies accordingly
• Read and interpret business and financial documents to analyze trends, detect potential fraud, and assess risk
• Conduct verbal and written communication with merchants and issuing banks, including handling escalated issues, gathering information, and managing appropriate actions to resolve risk concerns
• Develop and maintain Standard Operating Procedures (SOP) and efficient processes to ensure consistent and effective risk management practices
• Perform other related duties as assigned by management

• Location: You can work fully remote in this position, provided you have eligible working rights in the United States, and you are in a time zone with enough overlap to collaborate with your team.

#LI-Remote
Qualifications
What would make me a good candidate?
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in relevant field preferred, or at least three years related experience and/or training. Equivalent combination of education and experience will be considered. Previous risk experience is preferred
• Ability to read and interpret documents such as credit reports, billing statements, contracts, sales agreements, memos, letters, and process and procedure documentation
• Demonstrated history of identifying and implementing process improvements to enhance risk management efficiency and effectiveness
• Strong curiosity and proactive approach to problem-solving, with a continuous desire to learn and adapt in a dynamic environment
• Proficiency in using risk management tools and software, with a strong aptitude for learning new technologies
• Familiarity with fraud detection and payment methodologies, including transaction monitoring, chargeback management, and risk scoring systems
• Strong analytical skills, with the ability to interpret data sets and identify patterns or anomalies indicative of risk
• Ability to understand and explain merchant contract terms and conditions, as well as Visa/Mastercard operating policies and regulations

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Additional Information
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Values and Life at Xplor
Our four core values guide us from how we hire and recognize our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities.

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.
As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:

• Gender Neutral Paid Parental Leave
• #GiveBackDays/Commitment to social impact - 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council
• Access to free mental health support
• Flexible working arrangements

More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.
Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.
Good to know
To be considered for employment, you must be legally authorized to work in the country you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.
We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.
To learn more about us and our products, please visit xplor.com/careers/.
We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence-enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. All Information will be kept confidential according to EEO guidelines.
Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via talent@xplortechnologies.com.
We make it a priority to respond to every applicant.