**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