Immediate need for a talented Risk Analyst -Customer Support. This is a 12+months contract opportunity with long-term potential and is located in Atlanta, GA (Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-23629
Pay Range: $25 - $31.70/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Handle high-stakes inbound calls from frustrated/upset customers
- Provide answers and resolutions on the spot during calls
- Work across variety of risk operation scenarios (fraud-focused, financial risk-focused)
- Serve as both the face/voice of risk operations AND resolve customer issues while on call
- Use available resources to find answers and resolve issues in real-time
- Handle approximately 3 calls per hour (20 minutes average per call)
- Primary function: Take inbound phone calls
- Training Schedule: To be followed up by Lindsay
- Previous training: 6 weeks, 5 days/week onsite during training
- Previous production schedule: Hybrid 3 days/week onsite (to be confirmed if unchanged)
- Schedule Flexibility: CRITICAL requirement
- Shifts based on business need and can change after onboarding
- Weekend work required: Tuesday-Saturday OR Saturday-Wednesday shifts possible
- Evening shifts: Up to 8:00-9:00 PM EST
- Earliest start: 8:30 AM EST (rare - majority start 9:00 AM, 9:30 AM, 10:30 AM, 11:30 AM)
- Latest end: Around 8:30 PM
- Note: Overnight shifts have been filled in the past and may be needed based on business need
- Holidays: Must work holidays as needed
- Hours: Primarily 40 hours/week, overtime may be required occasionally
- Work days: Any day through the week
- Independent fraud investigation and casework
- Conduct KYC (Know Your Customer) and KYB (Know Your Business) investigations
- Make inbound/outbound calls to customers
- Pull information from multiple data sources
- Make decisions with minimal supervision
- Operate in gray areas using critical thinking and judgment
- Review financial information (bank statements) for financial risk assessment
- Transaction monitoring and pattern analysis
- Review business credit reports
- Educate customers while gathering information
- May shift to assist with outbound call volume (contact center) based on business need
- Could be combination of inbound and outbound calls
Key Requirements and Technology Experience:
- Critical: Solid soft skills
- Critical: Experience handling inbound phone calls (must have phone experience - candidates without inbound/outbound phone experience will struggle)
- Ability to work under pressure
- Resourceful problem-solving
- Great phone communication skills
- Background in risk operations (preferred)
- Banking background helpful (KYC, KYB, fraud aspects)
- In-depth fraud investigation experience
- Highly Preferred: Account Takeover (ATO) review experience
- Highly Preferred: First-party fraud experience
- KYC/KYB experience (but NOT just KYC/KYB - need more holistic fraud background)
- Identity fraud investigation
- Transaction pattern analysis
- Experience reviewing financial statements (bank statements specifically)
- Surface-level financial risk assessment (NOT in-depth P&L, balance sheets, tax returns)
- Review of customer financial information for liquidity and risk factors
- Business credit review experience helpful
- Some underwriting background helpful but not critical
- Comfortable operating in gray areas
- Strong judgment and critical thinking
- Independent decision-making with minimal supervision
- Excellent verbal communication
- Comfortable making outbound calls and educating customers
- Ability to piece together information from multiple sources
- Weekends, evenings, holidays required
- Shifts based on business need and can change
- Flexibility to shift from fraud to contact center based on business need
- Primarily 40 hours/week
- Training format: Fully onsite
- LexisNexis (Primary tool - CRITICAL)
- Experian (for business credit review)
- Open source searches (Google, social media, etc.)
- Review of bank statements
- Business credit reports
- Must be comfortable making outbound calls
- Flexibility to shift to contact center/phones based on business need
- No previous batch candidates: All fresh resumes required
Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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