Description
We are seeking a Fraud Detections Analyst to join our team. As a Fraud Detections Analyst, you will play a crucial role in identifying and preventing fraudulent activities. You will monitor customer accounts for suspicious/fraudulent activities and take appropriate action when required.
Responsibilities:
- Execute customer query support, including credit card inquiries, account management, and case resolution related to suspected fraud.
- Collaborate with various internal stakeholders across function projects and law enforcement agencies in cases of potential fraud.
- Develop and implement fraud prevention strategies and procedures, including the use of fraud detection tools and technologies.
- Support teams within the business operations function as needed, including risk management, compliance, and customer care.
- Identify and implement trends and developments to regulatory requirements and internal policies related to fraud prevention and detection activities.
- Manage and develop KPIs to measure the effectiveness of customer care fraud prevention operations, utilizing data and technology to support the identification of areas that require improvement.
- Monitor financial transactions for potential fraudulent and suspicious activities and conduct investigations and report fraud incidents.
Analyst Expectations:
- Meet the needs of stakeholders/customers through operational excellence and customer service.
- Perform prescribed activities in a timely manner and to a high standard.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
- Identify escalation of policy breaches as required.
- Take responsibility for customer service and operational execution tasks.
- Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
- Gain and maintain an understanding of your role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
- Work within well-defined procedures that may involve a variety of work routines.
- Demonstrate an understanding of the procedures.
- Evaluate and select the appropriate alternatives from defined options.
- Make judgments based on the analysis of factual information.
- Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.
Requirements:
- Demonstrate strong critical thinking and sound decision-making skills when evaluating customer and account activity.
- Deliver exceptional customer service while balancing customer experience with fraud risk mitigation.
- Possess strong problem-solving skills and enjoy investigating complex situations.
- Demonstrate strong attention to detail and accurate documentation practices.
- Be comfortable navigating multiple systems and learning new fraud tools, processes, and controls.
- Be willing to work a non-standard schedule, including Saturday and/or Sunday.
Preferred Skills:
- Experience researching account activity and identifying unusual patterns or risks.
- Ability to adapt quickly in a highly regulated and risk-focused environment.
- Interest in developing expertise in fraud prevention operations.
- Fluency in Spanish, ability to work in bilingual queue.