This position's primary responsibility is reviewing queued transactions and decisioning them 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.
This role is the first point of contact for inbound customer contact (phone or email) in the Digital Fraud Department and is focused on ensuring that every customer is treated with respect, integrity, and professionalism.
It requires a person who can roll up their sleeves and make things happen, has strong "Card not present" (CNP) and ACH risk experience in eCommerce environments, and/or has a successful track record in the Digital Payments and/or Online Financial Services environments (web, mobile).
Relies on instructions and pre-established guidelines to perform the functions of the job.
Job Responsibilities:Review independently queued transactions and decision them based on risk rules and good judgment.
Conduct extensive research to 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.
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, authorizations, financial data, third-party data providers, and online methods.
May analyze fraudulent account behavior/transactions to determine root cause of losses and perform analysis on customer accounts to identify potential fraudulent rings and report this for further review.
Work with peers and Management to communicate fraud trends and share best practices, ideas, and information.
Provide feedback regularly on the effectiveness and soundness of policies and procedures of the department to Management.
Perform other duties as assigned.
Qualifications:Associate degree required (Bachelor's a plus) or work-related experience.
A degree in the 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 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.
Must possess strong internet research skills along with the ability to navigate multiple systems at once.
Strong understanding of customer needs.
Strong customer service skills and a demonstrated ability to take initiative, conduct thorough research, and be professionally persistent.
Willingness to be an integral part of a highly functional team.
Demonstrated experience and/or strong working knowledge of 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.
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 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 .#J-18808-Ljbffr