Risk Analyst

Russell Tobin; Atlanta (GA); Hybrid; USD 89,544,000 - 95,054,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision plans

401(k)

Job summary

Pride Global is seeking a Risk & Fraud Call Center Specialist in Atlanta, GA. The role focuses on handling inbound calls to resolve risk and fraud queries for merchants, with ongoing training and a hybrid on-site/work setup.

The ideal candidate has 2+ years in risk management or related call center work, strong customer service skills, and the ability to de-escalate challenging situations. Training includes classroom and on-the-job modules, with shifts from 8:00–17:00 local time.

Qualifications

• 2+ years of risk management and/or financial or call center experience.
• Strong customer service and empathy.
• Proven ability to de-escalate customers in difficult situations.
• Ability to manage inbound phone queues and meet SLAs.
• Proficient with multiple systems and tools while assisting merchants.

Responsibilities

• Handle inbound calls – contact center / call center to solve Risk and Fraud queries.
• Manage 50+ inbound calls daily, resolving complex Risk & Fraud issues for merchants.

Skills

Strong customer service skills

Software skills

Inbound call handling

Tools

G-Suite

Job description

Locations:

Atlanta, GA – (Onsite until training post hybrid)

Duration:

12 Months, extension possible

Rate Offered:

$31.77/hr on W2

24*7 rotational shifts – Flexible to work on holidays and weekends

Must be from Risk and Fraud background.

Training:

• 8-5 or 8:30-5 Local Time
• 5 days a week in office (5 weeks in classroom training + 45 days on the job training)

Duties:

• HANDLE INBOUND CALLS – Contact center / Call center à Solve Risk and Fraud Queries.
• Manage 50+ inbound calls daily, solving complex Risk & Fraud queries to our merchants.

Experience Needed:

• A min of 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 de-escalate 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
• Strong analytical and critical thinking skills with attention to detail
• Strong organizational skills and the ability to manage multiple tasks
• Strong work ethic with high integrity and ethics
• Effective collaboration and teamwork skills
• Willingness to learn and adapt to new technologies and processes.
• Ability to navigate between multiple systems and tools while helping the merchants in the moment
• Proficient with G-Suite and other relevant software

Top 3 Skills:

1. (1) Strong customer service skills
2. (2) Software skills to handle use of multiple apps
3. (3) ability to handle an inbound call volume

• eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans)
• supplemental coverage (accident insurance, critical illness insurance and hospital indemnity)
• 401(k)-retirement savings
• life & disability insurance
• an employee assistance program
• legal support
• auto
• home insurance
• pet insurance
• employee discounts with preferred vendors

Pride Global and its affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Pride Global and its affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.