First 60 days onsite for training and nestingHybrid schedule following training: 3 days onsite / 2 days remoteBusiness operates 7 days per week between 6:00 AM – 10:00 PM- will work a shift within these hours.Candidates must be flexible to work shifts within these hours, including holidays as business needs requireEmployment Type12-Month ContractAbout the OpportunityWe're seeking customer-focused, analytical professionals to join a growing Risk Operations team supporting merchant accounts and fraud-related investigations.This is a highly interactive, phone-based role that combines customer service, fraud prevention, risk analysis, and critical thinking. You'll work directly with merchants to resolve complex account concerns, review risk-related cases, investigate potential fraud activity, and make informed decisions that balance customer experience with risk management.This is not a back-office analyst position. Successful candidates must be comfortable spending the majority of their day speaking with customers and navigating multiple systems simultaneously.What You'll Be DoingHandle 20+ inbound calls daily from merchantsResolve complex fraud, risk, and account-related inquiriesDe-escalate challenging customer situations with professionalism and empathyAssist with chargeback disputes, account reviews, and payment-related concernsDeliver exceptional customer service while maintaining compliance with risk policiesReview merchant accounts for fraud and financial concernsAnalyze transaction activity and financial patternsInvestigate account takeovers, suspicious activity, and potential fraud risksIdentify trends and irregularities within customer and transaction dataMake informed decisions based on risk indicators and available informationOperations & DocumentationDocument case findings and customer interactions accuratelyFollow established procedures and risk management guidelinesCollaborate with internal teams to resolve customer issuesIdentify opportunities to improve processes and operational efficiencyMaintain detailed records and case documentationWhat We're Looking ForPreferred BackgroundsContact Center / Call CenterFraud OperationsBanking OperationsPayment ProcessingCustomer ServiceRequired Qualifications2+ years of customer-facing experience in a call center, fraud, banking, financial services, or risk-related environmentStrong communication and de-escalation skillsAbility to work in a fast-paced inbound phone environmentStrong analytical and critical-thinking abilitiesExcellent judgment and decision-making skillsAbility to manage multiple tasks and priorities simultaneouslyCandidates should have familiarity with:Account takeoversFraud investigationsCustomer account analysisKYC (Know Your Customer)KYB (Know Your Business)The team is looking for individuals who can confidently discuss fraud trends, risk mitigation, and investigative thinking.Technical RequirementsSuccessful candidates will be:Comfortable navigating multiple systems at onceTechnically savvy and quick to learn new toolsProficient with Google Workspace and web-based applicationsStrong in system navigation and computer literacyComfortable working in a technology-driven environmentWhat Makes Someone SuccessfulThe strongest candidates demonstrate:Professional communication skillsCritical thinking and sound judgmentLearning agility and coachabilityAbility to remain calm under pressureConfidence handling difficult conversationsStrong problem-solving abilitiesThis role is less about following a script and more about assessing situations, asking the right questions, and making informed decisions.Training & Development5 weeks of onsite training (Monday–Friday, 8:00 AM – 5:00 PM)45-day nesting period following trainingOngoing coaching and developmentStrong emphasis on continuous learning and career growthThis is an excellent opportunity for candidates looking to grow their career in fraud prevention, risk operations, and financial services while working in a collaborative, customer-focused environment.#J-18808-Ljbffr
