Risk Analyst, Plano, TX

Kforce has a client that is seeking a Rish Analyst in Plano, TX. Duties Include:

• Investigative Resolution: Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies
• Risk Mitigation & Decisioning: Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends
• High-Stakes De-escalation: Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences
• Strategic Documentation: Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs)
• Continuous Improvement: Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools
• 2+ years of experience in a call center setting, focused on areas such as financial risk management, fraud prevention, payments/merchant service processing, banking operations, or fintech
• Strong commitment to customer service and customer empathy
• Demonstrated efficiency and a strong work ethic when handling inbound phone queues
• Excellent prioritization skills to meet Service Level Agreements (SLAs) and performance metrics
• Exceptional analytical and critical thinking abilities, with a keen eye for detail
• Strong organizational skills, capable of managing multiple tasks simultaneously
• High integrity and ethical standards in all work performance
• Effective collaboration and teamwork skills
• Eagerness to learn and adapt to new technologies and processes
• Ability to efficiently navigate multiple systems and tools while assisting merchants in real-time
• Proficiency with G-Suite and other relevant software applications; Experience with Salesforce, LexisNexis, or specialized Fraud platforms