Senior Fraud Investigator

GOAT Group

9d•$66,000 - $96,500

About The Position

In this role you will: Review all orders on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements Maintain or exceed review volume expectations with minimal errors or complaints Review and analyze various notifications and escalations to identify fraudulent transactions Provide timely and accurate response to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification, etc. Analyze fraud transactions and chargebacks to identify, summarize, communicate and report fraud trends Manage and maintain fraud strategy by identifying, creating and reviewing fraud rules and processes Conduct periodic review of rule performance and adjust as needed to ensure maximum efficiency and effectiveness Influence the development of fraud tools, fraud models and review procedures to enhance ability to detect fraudulent activity and reduce losses Work closely with other members of the team by handling questions and escalations and continuously improving internal processes Maintain effective working relationships across internal and external teams as necessary Manage law enforcement requests and maintain working relationships with third-party fraud solution providers, merchant fraud teams and issuing banks Maintain a positive attitude and be willing to adjust daily responsibilities to meet the needs of the business Develop and maintain reports of fraud review rates, chargeback processing and system performance to determine effectiveness and provide management and executive reporting Working knowledge of SQL and some programming language required

Requirements

3-5 years of experience in e-commerce fraud and payments environment
Working knowledge of Customer Service and valuing the customer experience
Strong attention to detail with consistent accuracy
The ability to follow stringent processes and regulations
Must have the ability to meet critical deadlines in a fast paced environment
Excellent communication skills, both verbal and written
Self-starter and comfortable taking initiative while quickly grasping concepts, processes and ideas
Must be highly organized
Ability to think analytically and make accurate decisions
Must be able to work within a team environment
Must be a team player
Strong proficiency working with web browsers and web based tools
Working knowledge of SQL and some programming language required
Must be able to work weekends and non-traditional shifts

Responsibilities

Review all orders on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements
Maintain or exceed review volume expectations with minimal errors or complaints
Review and analyze various notifications and escalations to identify fraudulent transactions
Provide timely and accurate response to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification, etc.
Analyze fraud transactions and chargebacks to identify, summarize, communicate and report fraud trends
Manage and maintain fraud strategy by identifying, creating and reviewing fraud rules and processes
Conduct periodic review of rule performance and adjust as needed to ensure maximum efficiency and effectiveness
Influence the development of fraud tools, fraud models and review procedures to enhance ability to detect fraudulent activity and reduce losses
Work closely with other members of the team by handling questions and escalations and continuously improving internal processes
Maintain effective working relationships across internal and external teams as necessary
Manage law enforcement requests and maintain working relationships with third-party fraud solution providers, merchant fraud teams and issuing banks
Maintain a positive attitude and be willing to adjust daily responsibilities to meet the needs of the business
Develop and maintain reports of fraud review rates, chargeback processing and system performance to determine effectiveness and provide management and executive reporting