Location: United States
Date published: 05-Aug-2026
Job ID: 177703
Description and Requirements
Work Location: Hybrid, requiring a minimum of 3 days per week on-site. (must have flexibility to work overtime, including Saturdays and occasional holidays)
Position Type: Contract, 12 months
Compensation Range: $30 per hour
Position Type: Contract, 12 months
Compensation Range: $30 per hour
Location: Atlanta, Georgia, USA
Work Type: This role is hybrid and will require 3 days in the office per week. Must be able to work Weekends and most holidays.
Training Schedule: 8am-5pm or 8:30am-5pm and 5 days a week in office (5 weeks in classroom training wtih nesting period + 45 days on the job training
Work schedule after training: Tuesday–Saturday, Sunday–Thursday, or Monday–Friday, with shifts scheduled between 8:00 AM and 10:00 PM.
Responsibilities:
Investigative Resolution: Manage 50+ complex inbound inquiries daily, performing deep-dive investigations into merchant accounts to resolve fraud alerts and financial discrepancies.
Risk Mitigation & Decisioning: Analyze customer information, financial patterns, and transaction data to identify fraud and risk patterns and trends.
High-Stakes De-escalation: Serve as a calm, empathetic voice for merchants facing stressful financial holds, turning difficult conversations into professional, resolution-based experiences.
Strategic Documentation: Maintain meticulous records of investigations and actions taken, ensuring all steps meet internal Standard Operating Procedures (SOPs).
Continuous Improvement: Collaborate with cross-functional teams to report new fraud trends and suggest optimizations for our risk detection tools.
Requirements:
- 2+ years of experience in a call center setting, focused on areas such as financial risk management, fraud prevention, payments/merchant service processing, banking operations, or fintech.
- Strong commitment to customer service and customer empathy.
- Demonstrated efficiency and a strong work ethic when handling inbound phone queues.
- Excellent prioritization skills to meet Service Level Agreements (SLAs) and performance metrics.
- Exceptional analytical and critical thinking abilities, with a keen eye for detail.
- Strong organizational skills, capable of managing multiple tasks simultaneously.
- High integrity and ethical standards in all work performance.
- Effective collaboration and teamwork skills.
- Eagerness to learn and adapt to new technologies and processes.
- Ability to efficiently navigate multiple systems and tools while assisting merchants in real-time.
- Proficiency with G-Suite and other relevant software applications-Experience with Salesforce, LexisNexis, or specialized Fraud platforms.
- Education: A bachelor’s degree in finance, Accounting, Criminal Justice, or Risk Management is highly preferred.
- Certified Fraud Examiner (CFE) certification is a plus.