Risk | Fraud Investigator  

TRANSACTIONS:

• Monitors real time queues and identifies high risk transactions within the business portfolio;
• Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks;
• Reports identified fraudulent transactions to the leadership team;
• Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses;
• Recommends anti-fraud processes for changing transaction patters and trends;
• Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members;
• Contacts customers and banking institutions to verify legitimate transactions and payment information;
• Documents all interaction and findings in Desk.com and CRM;

CUSTOMER SERVICE SUPPORT:

• Answers queries from the Customer Service queue to ensure continuous learning of the Company’s processes;
• Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner;
• Provides accurate resolution to all customers needs that is within predefined guidelines;
• Serves as backup support for CS team when needed;
• Answers transferred calls from the CS team regarding transactions that are currently on review or resulted to dissatisfaction due to the review process;
• Receives transferred calls for “Challenge Questions”.

• Candidate must possess at least a Bachelor’s degree of any course;
• At least one (1) year of working experience in e-commerce fraud prevention, quality control or related field;
• At least two (2) years working experience handling customer service in a BPO/Call Center environment, preferably under a financial account;
• Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns;
• Excellent English communication skill both in speaking and writing;
• Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision;
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses;
• Amenable to work on a shifting schedule and during declared holidays;
• Demonstrate flexibility to work overtime hours based on business needs;
• Process improvement and documentation experience.