Fraud Analyst

Dexian; Atlanta (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

Dexian is seeking a detail-oriented risk management professional to review merchant cases, release funds held for fraud and financial concerns, and assist with chargeback disputes. You will analyze transaction data, detect fraud patterns, and document processes while providing world-class customer service with empathy on escalated issues.

Ideal candidates have 2+ years in risk management or finance-related call center work, strong de-escalation skills, and the ability to prioritize tasks to meet

Qualifications

• 2+ years of relevant experience in risk management or financial/call center work.
• Strong understanding of customer service and empathy.
• Proven ability to deescalate customers and handle difficult situations.

Responsibilities

• 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 established guidelines to mitigate risk.
• Document processes and procedures and maintain accurate and detailed records of all transactions.
• Collaborate 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 patterns.

Skills

Risk management

Customer service

De-escalation

Inbound calls

SLAs

Cross-functional collaboration

Analytical skills

Job description

• 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
• 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
• 2+ years of relevant experience in risk management and/or financial or related call center work experience
• Strong understanding of customer service and customer empathy
• Proven ability to deescalate customers and effectively handle difficult situations
• Strong work ethic and efficiency skills via inbound phone queues
• Ability to prioritize tasks to meet SLAs and other performance metrics

Dexian 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.