Risk Analyst

• Job Title: Risk Analyst I
• Duration: 12+ months.
• Location: Plano, TX (Hybrid)
• Open schedule availability is a MUST!!
• Will work most holidays and recharge days.
• Hybrid onsite roles 5 days/week, each week for the first 60 days (training). Once in production, this group will move to 3 days onsite each week

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

Role Details:

• 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 Intuit's 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

Experience Required:

• 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