Senior Risk Analyst

CSG; United States; Remote; USD 62,000 - 99,000; Full time

Benefits offered by this job

Work from Home

Employee Groups

Healthcare benefits

Paid vacation & holidays

Volunteer time off

Job summary

CSG is seeking a Senior Risk Analyst - Risk Investigations to oversee collections activity and funding returns within the Forte payments ecosystem. You will lead investigations into high-risk accounts, coordinate with operations, finance, and compliance, and engage merchants and external stakeholders to resolve complex cases.

The role requires 3+ years in payments risk or related fields, strong data analysis, and proficiency with case management systems and payment platforms.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years of payments risk, collections, chargeback management, or financial investigations.
• Strong knowledge of ACH return codes, chargeback lifecycle, and dispute resolution processes.
• Experience with merchant acquiring, payment processing, or fintech risk operations.
• Ability to analyze financial data and draw defensible risk conclusions.
• Excellent written and verbal communication; able to engage merchants and senior stakeholders.
• High attention to detail with multiple cases under tight deadlines.
• Proficiency with case management systems, data tools (Excel, BI platforms), and payment processing platforms.
• Familiarity with Visa/Mastercard disputes, returns, and fraud controls.
• Experience supporting collections in regulated payments environment.
• English language proficiency in business settings.

Responsibilities

• Oversee end-to-end collections lifecycle for merchant accounts with balances.
• Review aging reports and prioritize collection queues by risk and recovery probability.
• Coordinate outreach to merchants for repayment plans or escalation to legal/third-party recovery.
• Maintain records of collections activity and outcomes in case management systems.
• Identify patterns driving collections volume and suggest process improvements.
• Review and process funding returns from ACH rejects, closed accounts, or disputed transactions.
• Investigate root causes of returns to determine remediation or risk actions.
• Coordinate with Payments Operations and Accounting for timely return processing and reconciliation.
• Monitor return rate thresholds and flag accounts for proactive intervention.
• Conduct investigations into accounts flagged for elevated risk including transaction history and financial data.
• Identify indicators of fraudulent activity and initiate appropriate risk actions.
• Support account and portfolio-level evaluations of financial health and risk posture.
• Participate in underwriting reviews for merchants with concerning collections/returns histories.
• Serve as escalation point for junior staff on complex cases.
• Approve and document escalations within authority.
• Partner with senior management to resolve high-risk cases.
• Analyze data to surface trends, anomalies, and risk concentrations.
• Prepare regular management reports on collections performance and exposure.
• Contribute findings to firmwide risk reporting and special projects.

Skills

Payments risk

Collections

Chargebacks

Financial investigations

English proficiency

Education

Bachelor’s degree or equivalent experience

Tools

Excel

BI platforms

Case management systems

Job description

We are seeking a Senior Risk Analyst - Risk Investigations, who will be responsible for overseeing collections activity and funding return processes within the Forte payments ecosystem. This role serves as a subject matter expert in post-origination risk events, leading efforts to recover funds, resolve outstanding balances, and investigate anomalous transaction patterns that trigger collections or return activity. Our Senior Risk Analyst will collaborate closely with internal operations, finance, and compliance teams, as well as interact directly with merchants and external stakeholders to resolve complex cases.

We are looking for a Senior Risk Analyst - Risk Investigations who will:

Collections Oversight

• Manage and monitor the end-to-end collections lifecycle for merchant accounts with outstanding balances.
• Review aging reports and prioritize collection queues based on risk exposure, account status, and recovery probability.
• Initiate and track outreach to merchants, coordinating repayment plans or escalating unresolved accounts to legal or third-party recovery as appropriate.
• Maintain accurate records of collections activity, correspondence, and outcomes in case management systems.
• Identify systemic patterns contributing to collections volume and recommend process or policy improvements.

Funding Returns Management

• Oversee the review and processing of funding returns resulting from ACH rejects, closed accounts, disputed transactions, or compliance holds.
• Investigate the root cause of return activity to determine whether remediation, risk action, or further investigation is warranted.
• Coordinate with the Payments Operations and Accounting team to ensure accurate and timely return processing and reconciliation.
• Monitor return rate thresholds and flag accounts approaching network or internal limits for proactive intervention.

Risk Investigation & Analysis

• Conduct thorough investigations into accounts flagged for elevated collections or return risk, including review of transaction history, financial data, and publicly available information.
• Identify indicators of fraudulent activity, including card testing, unauthorized ACH transactions, and account manipulation, and initiate appropriate risk actions.
• Support individual account and portfolio-level evaluations to assess financial health, compliance standing, and continued acceptability within the firm’s risk appetite.
• Participate in the underwriting review of merchants whose collections or return history warrants re-evaluation of processing limits or account status.

Escalations & Exceptions

• Serve as an escalation point for Analyst-level staff on complex or high-exposure collections and return cases.
• Approve, document, and execute escalations, exceptions, and restricted tasks within assigned authority limits.
• Partner with senior management to resolve high-risk or high-value cases requiring cross-functional coordination.

Trend Identification & Reporting

• Analyze collections and funding return data to surface emerging trends, anomalies, and risk concentrations within the portfolio.
• Prepare regular reporting for management on collections performance, return activity, recovery rates, and open exposure.
• Contribute findings to firmwide risk reporting and support special projects as assigned.

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree or equivalent experience

• 3+ years of experience in payments risk, collections, chargeback management, or financial investigations.

• Strong working knowledge of ACH return codes, chargeback lifecycle, and dispute resolution processes.

• Experience with merchant acquiring, payment processing, or fintech risk operations.

• Demonstrated ability to analyze financial data and draw sound, defensible risk conclusions.

• Excellent written and verbal communication skills; comfortable engaging merchants and senior stakeholders alike.

• High attention to detail with the ability to manage multiple open cases simultaneously under competing deadlines.

• Proficiency with case management systems, data tools (Excel, BI platforms), and payment processing platforms.

• Familiarity with Visa and Mastercard operating regulations related to disputes, returns, and fraud controls.

• Experience with real-time transaction monitoring tools.

• Knowledge of NACHA Operating Rules and Regulation E as they apply to ACH returns and unauthorized transactions.

• Experience supporting or conducting collections in a regulated payments environment.

• Ability to read, write, speak and understand the English language in a business environment

CSGer Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

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Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

$61,789.82-$98,861.64

This role is eligible for a bonus opportunity.

Location(s):

United States Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at [phone] or email us at [e-mail]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That’s just who we are.

Learn more about CSG Inclusion & Impact here.

Our culture is award-winning: CSG has been recognized a US News & World Report “Best Companies to Work For” for 2025-2026, a Newsweek “America’s Greatest Workplaces in Tech” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.