*responsibilities*
- 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.
*qualifications*
- 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.
Job id 300000162329351