Risk Analyst I

Job Title: Risk Analyst I (call center)
Duration:12 Month Contract
Location:Atlanta GA 30308
Pay Range: $30-31.77/ hour

Potential work days after start date:

24/7 Support
Monday -Friday
Tuesday - Saturday
Sunday - Thursday

**This role is hybrid and will require 3 days in the office per week.

Must be able to work Weekends and most holidays.

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

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 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
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
Strong work ethic with high integrity and ethics
Effective collaboration and teamwork skills
Willingness to learn and adapt to new technologies and processes.
Ability to navigate between multiple systems and tools while helping the merchants in the moment
Proficient with G-Suite and other relevant software

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.