Risk Investigator
CurrentReview transactions and all available information to understand our customers while respecting all identities.Make customer-centric decisions and take the path of least friction to protect our customers.Observe customer transactions to identify fraudulent activities such as account takeover, friendly fraud, theft and other similar risks.Identify suspicious activities and unusual patterns that could result in fraud including but not limited to Anti Money Laundering issues and activities reported by other staff members.Contact customers and banking institutions to verify legitimate transactions and payment information.Communicate effectively, showing respect, genuine empathy, and care.Properly document all interactions and findings via the organization’s tools and platforms.Be data-driven when presenting feedback and recommendations.Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behavior.Serve as backup support for the Customer Service team when needed.Answer transferred calls from the Customer Service team regarding transactions currently on review or those that resulted in customer dissatisfaction due to the review process.Provide critical support as needed to handle escalations and process Risk Reviews.Partner and collaborate effectively with the rest of the Customer Success and Risk Operation Teams.Contribute and participate in continuous improvement projects aimed at improving operational processes.
