Risk Analyst – Customer Support

Key Responsibilities

• Handle 20+ inbound calls daily related to fraud, payments, and merchant account issues.
• Review cases involving held funds, chargebacks, fraud concerns, and financial disputes.
• Analyze transaction activity and financial data to identify fraud and risk patterns.
• Provide excellent customer service while handling escalated situations with empathy and professionalism.
• Follow risk management procedures and maintain accurate case documentation.
• Collaborate with cross-functional teams to resolve merchant issues efficiently.
• Identify process improvement opportunities and stay updated on fraud and industry trends.

Required Qualifications

• 2+ years of experience in risk management, fraud analysis, financial services, or call center support.
• Strong customer service and de-escalation skills.
• Ability to manage high-volume inbound calls and meet SLAs.
• Strong analytical, organizational, and multitasking skills.
• High attention to detail, integrity, and professionalism.
• Comfortable working across multiple systems and tools.
• Proficiency with G-Suite and related applications.