Risk Operations Analyst

Job Summary

Owning the Risk Ops queue on the evening shift, the full-time Risk Operations Analyst will verify identities, investigate suspicious activity, and resolve account blocks to prevent fraud while ensuring a positive customer experience in a hybrid work environment.

Key responsibilities

• Claim, investigate, and resolve identity-verification, account-block, and fraud-escalation cases from start to finish
• Maintain a fast-moving queue, ensuring cases are handled promptly and effectively with clear handoff notes
• Document evidence and reasoning for decisions, contributing to the development of standard operating procedures and quality reviews

Required qualifications

• 1-3 years of experience in queue-based, judgment-heavy work such as fraud or risk operations, KYC/identity verification, or escalated customer support
• Proficient in working with data in ticketing systems and spreadsheets; familiarity with SQL or BI tools is a plus
• Strong judgment skills, with the ability to assess situations without assuming every customer is a bad actor
• Clear and concise writing skills for case documentation that may be reviewed by teammates and customers
• Availability to work Sunday through Thursday, 12:00-8:00 PM Pacific Time