Job Description

The Online Risk Fraud & Payments team has responsibility across Fraud Strategy, KYC & Customer Verification, Fraud Operations, Payment Strategy, Bank Relationships, and Payment Operations. This position requires a person who can roll up their sleeves and make things happen, has strong "Card not present" (CNP) and ACH risk experience in eCommerce / eCommerce environments, and / or has a successful track record in the Digital Payments and/or Online Financial Services environments (web, mobile) with a focus on excellent customer service skills while taking incoming customer calls. This role is the first point of contact for all inbound customer contact (phone or email) in the Digital Fraud Department and is focused on ensuring that every customer is treated with respect, integrity, and professionalism. Relies on instructions and pre-established guidelines to perform the functions of the job.

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.
• Call or request documentation via email to verify customers identity.
• 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.