Role SummaryThis position's primary responsibility is reviewing queued transactions and decision 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 judgement.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 account 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.Familiarity with Zendesk and Cisco Telephony is a plus but not required.Must be able to work weekends and holidays (and possibly occasional evenings) when needed.Must have excellent verbal and written English skills.#J-18808-Ljbffr