Risk 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

Preferred Qualifications

• Process improvement and documentation experience