My primary focus is to monitor merchant accounts and identify risky merchant transaction behavior. My tasks include the following:* Identify and investigate inconsistent transactions with Card Issuing Banks, consumers, and all relevant parties* Monitor merchant transaction and chargeback activity* Work with customers and merchants through email to resolve complaints* Speak to agents and merchant customers to complete a merchant audit for liability identification* Make decisions regarding merchant payments and reserve requirements* Consult with appropriate law enforcement agencies when required* Maintain an understanding of card brand regulations* Communicate to merchants for account restrictions and cancellations* Utilize internet tools to gather information useful in determining account risk* Monitor collections efforts to ensure loss mitigation* Take lead of in-depth risk investigations and reporting* Respond to escalated customer complaints from customer service department * Develop Excel spreadsheets for complex data analysis to streamline ACH and Collections process* Work in conjunction with Compliance to aid the high-risk merchant experience* Possess an understanding of UDAP and due diligence process

•Analyzed tens of thousands of accounts in order to mitigate compliance, credit, and fraud risk• Successfully identified multiple high-risk accounts that saved the company millions of dollars• Monitored numerous high-profile Stripe platforms and accounts• Consistently achieved the highest quality scores and metrics within the Risk Department• Regularly assisted and trained other analysts to succeed in an ever-changing risk environment

• Reviewed and routed customer concerns to the correct departments• Communicated compassionately and empathetically through email with customers to addressobstacles with their accounts

• Managed department and led a team of four• Oversaw departmental training and quality assurance• Exceeded order count goal by over 20% from the prior year• Coordinated department schedules to increase efficiency• Developed continuous process improvement plan to streamline order operations• Spearheaded cross-training program with other departments to better serve customers with soft skills