Risk Analyst I

Job Title: Risk Analyst I (call center)Duration:12 Month Contract Location:Atlanta GA 30308Pay Range: $30-31.77/ hourPotential work days after start date:24/7 SupportMonday -FridayTuesday - SaturdaySunday - 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 plusComplete 20+ inbound calls daily, solving complex risk-based financial & fraud questions for our payment processing merchantsReview 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 issuesAnalyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trendsAnalyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance proceduresUnderstand standard operating procedures and operate within the established guidelines to mitigate riskDocument processes and procedures and maintain accurate and detailed records of all transactionsRepresent brand and provide top-notch service while balancing customer empathy with risk policiesCollaborate effectively with cross-functional teams to resolve customer-related issuesIdentify areas of improvement and propose changes to optimize processes and technologyStay up-to-date with industry trends and data knowledge to identify new fraud and risk pattern2+ years of relevant experience in risk management and/or financial or related call center work experienceStrong understanding of customer service and customer empathyProven ability to deescalate customers and effectively handle difficult situationsStrong work ethic and efficiency skills via inbound phone queuesAbility to prioritize tasks to meet SLAs and other performance metricsStrong analytical and critical thinking skills with attention to detailStrong organizational skills and the ability to manage multiple tasksStrong work ethic with high integrity and ethicsEffective collaboration and teamwork skillsWillingness to learn and adapt to new technologies and processes.Ability to navigate between multiple systems and tools while helping the merchants in the momentProficient with G-Suite and other relevant softwareDexian 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.