Risk Analyst I

RESPONSIBILITIES:
A client with Kforce is seeking a Risk Analyst I to join their team in Plano, TX. This role is hybrid and will require 3 days in the office per week. You must be able to work weekends and most holidays.

Duties:
* 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 Company'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
* Working to provide 24/7 support on the phones

REQUIREMENTS:
* Bachelor's degree in Finance, Risk Management, Accounting or related field a plus
* 2+ years of relevant experience in risk management
* Strong understanding of customer service and customer empathy
* Proficient with G-Suite and other relevant software
* 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
* Strong customer service skills via inbound phone queues
* Effective collaboration and teamwork skills
* Willingness to learn and adapt to new technologies and processes
* Proven ability to deescalate customers and effectively handle difficult situations
* Ability to work under tight deadlines and prioritize tasks to meet SLAs
* Ability to navigate between multiple systems and tools while helping the merchants in the moment
* Training: total of 4-6 weeks - at least the first 2 weeks will be onsite each day, and the rest will be hybrid onsite days - hours: 8am-5pm CT daily
* Work schedule: Must be open to any shift: Mon-Fri/Tue-Sat/Sun-Thu - start times as early as 6am-8am local time or a swing shift of 2pm-10pm CT or a graveyard shift of 12am-8am CT

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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