Contact center setting for these roles. Direct customer contact will be a vital part of this role.

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

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

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

Risk Analyst

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