Fraud Risk Investigator

Dexian; Frisco (TX); On-site; USD 45,000 - 70,000; Full time

Job summary

Dexian in Frisco, TX seeks a Risk & Fraud Analyst to handle inbound calls, review merchant risk, and support chargeback disputes. You will analyze financial and transaction data to detect fraud, while delivering empathetic customer service and ensuring compliance with procedures.

The role requires 2+ years in risk management or related call center work, with a focus on de-escalation and cross-functional teamwork to optimize processes. Equal opportunity employer.

Qualifications

• 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

Responsibilities

• 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
• 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

Skills

Risk management

Fraud detection

Customer service

De-escalation

Data analysis

Inbound calls

Empathy

Cross-functional collaboration

Communication

Attention to detail

Job description

Dexian in Frisco, TX seeks a Risk & Fraud Analyst to handle inbound calls, review merchant risk, and support chargeback disputes. You will analyze financial and transaction data to detect fraud, while delivering empathetic customer service and ensuring compliance with procedures.

The role requires 2+ years in risk management or related call center work, with a focus on de-escalation and cross-functional teamwork to optimize processes. Equal opportunity employer.