This role's primary responsibility is to work disputes raised by customers who paid Ria using New Payments Platform (NPP), which is an open-access infrastructure designed for fast payments in Australia.
Disputes can vary from requests to hold funds, approval of refunds, and requests for information, etc.
When not working these disputes, this role will also be reviewing queued transactions and making decisions based on risk rules and good judgment by utilizing various fraud tools to gather, analyze, and interpret data from several sources including authorizations, financial data, third-party data providers, and online methods.
A subsidiary of Euronet Worldwide, Inc. (NASDAQ: EEFT), Ria is a leading expert in cross-border payments that delivers innovative financial services including fast, secure, and affordable international money transfers.
With the second most extensive cash settlement network and the largest direct bank deposit network in the world,Ria gets money to where it matters .
We're focused on harnessing technology and, as part of Euronet Worldwide,we provide a suite of state-of-the-art fintech products and services that bridge the gap between digital and physical transactions .
Our omnichannel products and services provide unprecedented choice to our customers and growth opportunities for our partners.
With a presence in more than 160 countries and more than 490,000 locations worldwide, we're committed to helping millions of people send money home to their loved ones around the world, knowing that our customers deserve much more than just a fair price: they deserve empathy, hope, and ultimately respect.Join us in our mission to open ways for a better everyday life .
Work disputes raised by customers who paid Ria using New Payments Platform (NPP).
Review independently queued transactions and make decisions based on risk rules and good judgment.
Conduct extensive research to identify valid or fraudulent transactions.
Provide a high level of customer service to internal and external customers, including answering incoming calls.
Assist customers with their questions regarding online transactions, including why a transaction was canceled and when funds will be returned.
Call or request documentation via email to verify a customer's identity.
Utilize various tools to gather, analyze, and interpret data from several sources including transactions and authorizations.
Analyze fraudulent account behavior and transactions to determine root causes of losses.
Work with peers and Management to communicate fraud trends and share best practices.
Provide feedback on the effectiveness of policies and procedures to Management.
Perform other duties as assigned.
Associate degree required (Bachelor's a plus) or work-related experience.
A degree in Criminal Justice is a plus, as is a strong desire to build a career in the fraud industry.
Previous e-commerce fraud prevention or investigation experience is a plus.
Ability to handle incoming customer calls in a timely manner.
Excellent verbal and written communication skills.
Ability to multitask and prioritize deliverables.
Solid analytical, interpretive, and problem-solving skills.
Knowledge of Zendesk, Cisco Telephony System, or other CRM platforms is a plus.
Ability to manage parallel tasks and accurately document resolutions.
Must be able to meet strict deadlines.
Strong internet research skills and the ability to navigate multiple systems at once.
Strong understanding of customer needs.
Strong customer service skills and a demonstrated ability to take initiative.
Willingness to be an integral part of a highly functional team.
Demonstrated experience with Microsoft Word, Excel, and Outlook.
Must be able to work weekends and holidays (and possibly occasional evenings) when needed.
Must have excellent verbal and written English skills.
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