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hace 4 semanas
Analyze and decision transactions based on risk rules.Identify valid or fraudulent transactions.- Must possess a high level of customer service with internal and external customers which includes answering incoming calls.- High emphasis on answering inbound calls and assisting customers with their questions regarding their online transactions.This includes why a transaction was canceled, when funds will be returned, determining if customer was involved in a scam, etc.- Provide feedback regularly on the effectiveness and soundness of policies and procedures of the department to their supervisor.- Collect, review, analyze and solve moderately complex operational, systems-related, payments and/or customer issues.- May analyze fraudulent account behavior/transactions to determine root cause of losses and perform analysis on customer account to identify potential fraudulent rings and report this to the strategies/analytics teams for further review.- Assist in developing and implementing policies, procedures, and training materials.- Work closely with Accounting, Compliance, Collections and Customer Service on fraud and payment related issues.- Assist customer service representatives with questions or issues regarding potentially fraudulent orders and payment issues.- Utilize various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, financial data, third party data providers and online methods.Perform other duties as assigned.- Associate's degree required (Bachelor's a plus) or comparable work-related experience.- Degree in Criminal Justice field is a plus as is a strong desire to build a career in the fraud industry- Previous e-commerce fraud prevention, investigation or retail fraud prevention experience is a plus- Must have the ability to handle incoming customer calls in a timely manner- Excellent verbal and written communication skills.Ability to assist the day to day operations of the department- Ability to multitask- Solid analytical, interpretive, and problem-solving skills- Must be able to meet strict deadlines- Must possess strong internet research skills along with the ability to navigate multiple systems at once- Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, and Outlook- Strong understanding of customer needs- Strong customer service skills and a demonstrated ability to take initiative, conduct thorough research, and be professionally persistent.- Demonstrated sound judgment and threat detection capabilities.- Demonstrated critical thinking, collaboration, and time management skills.- Ability to manage parallel tasks and accurately document resolutions.- Knowledge on Zendesk and Cisco Telephony is a plus.
