Weekend Customer Support Jobs in Decatur, GA (NOW HIRING)

Immediate need for a talented Risk Analyst -Customer Support. This is a 12+months contract opportunity with long-term potential and is located in Atlanta, GA (Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-23629
Pay Range: $25 - $31.70/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:

• Handle high-stakes inbound calls from frustrated/upset customers
• Provide answers and resolutions on the spot during calls
• Work across variety of risk operation scenarios (fraud-focused, financial risk-focused)
• Serve as both the face/voice of risk operations AND resolve customer issues while on call
• Use available resources to find answers and resolve issues in real-time
• Handle approximately 3 calls per hour (20 minutes average per call)
• Primary function: Take inbound phone calls
• Training Schedule: To be followed up by Lindsay
• Previous training: 6 weeks, 5 days/week onsite during training
• Previous production schedule: Hybrid 3 days/week onsite (to be confirmed if unchanged)
• Schedule Flexibility: CRITICAL requirement
• Shifts based on business need and can change after onboarding
• Weekend work required: Tuesday-Saturday OR Saturday-Wednesday shifts possible
• Evening shifts: Up to 8:00-9:00 PM EST
• Earliest start: 8:30 AM EST (rare - majority start 9:00 AM, 9:30 AM, 10:30 AM, 11:30 AM)
• Latest end: Around 8:30 PM
• Note: Overnight shifts have been filled in the past and may be needed based on business need
• Holidays: Must work holidays as needed
• Hours: Primarily 40 hours/week, overtime may be required occasionally
• Work days: Any day through the week
• Independent fraud investigation and casework
• Conduct KYC (Know Your Customer) and KYB (Know Your Business) investigations
• Make inbound/outbound calls to customers
• Pull information from multiple data sources
• Make decisions with minimal supervision
• Operate in gray areas using critical thinking and judgment
• Review financial information (bank statements) for financial risk assessment
• Transaction monitoring and pattern analysis
• Review business credit reports
• Educate customers while gathering information
• May shift to assist with outbound call volume (contact center) based on business need
• Could be combination of inbound and outbound calls

Key Requirements and Technology Experience:

• Critical: Solid soft skills
• Critical: Experience handling inbound phone calls (must have phone experience - candidates without inbound/outbound phone experience will struggle)
• Ability to work under pressure
• Resourceful problem-solving
• Great phone communication skills
• Background in risk operations (preferred)
• Banking background helpful (KYC, KYB, fraud aspects)
• In-depth fraud investigation experience
• Highly Preferred: Account Takeover (ATO) review experience
• Highly Preferred: First-party fraud experience
• KYC/KYB experience (but NOT just KYC/KYB - need more holistic fraud background)
• Identity fraud investigation
• Transaction pattern analysis
• Experience reviewing financial statements (bank statements specifically)
• Surface-level financial risk assessment (NOT in-depth P&L, balance sheets, tax returns)
• Review of customer financial information for liquidity and risk factors
• Business credit review experience helpful
• Some underwriting background helpful but not critical
• Comfortable operating in gray areas
• Strong judgment and critical thinking
• Independent decision-making with minimal supervision
• Excellent verbal communication
• Comfortable making outbound calls and educating customers
• Ability to piece together information from multiple sources
• Weekends, evenings, holidays required
• Shifts based on business need and can change
• Flexibility to shift from fraud to contact center based on business need
• Primarily 40 hours/week
• Training format: Fully onsite
• LexisNexis (Primary tool - CRITICAL)
• Experian (for business credit review)
• Open source searches (Google, social media, etc.)
• Review of bank statements
• Business credit reports
• Must be comfortable making outbound calls
• Flexibility to shift to contact center/phones based on business need
• No previous batch candidates: All fresh resumes required

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
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