Job Description

Handles complex products and/or escalated customer situations regarding possible fraudulent activity. The incumbent may complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or suspicious documentation. The incumbent may perform functions related to research and resolution of fraudulent activity and service support. Decisions are made based on judgment and research, extensive job experience, and following established procedures and guidelines, while leveraging multiple systems/tools. The incumbent may need to make decisions under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency. Delivers practical, innovative solutions while focusing on retention and re-establishing customers confidence. Responsible for mentoring and assisting associates with moderately complex research and analysis of account/relationship activity to assess levels of risk and fraud type. Typically reports to an Operations Manager.

The Merchant Services Transaction Risk Monitoring team is presently seeking candidates who can successfully apply investigative knowledge to determine the validity of a Merchant and/or credit/debit transactions at a Merchant. Associates may be asked to participate in queue work, initiate outbound calls and manage internal customer/client calls. Responsible for reviewing, requesting and/or verifying information to validate authenticity of a client and/or client transactions. Ensure transactional risk events are documented, reported, and researched to avoid any future liabilities and initiate/and or recommend preventative measures to management. May conduct random sampling and perform case re-work to identify defects and improvement opportunities.

Associates on the team may be asked to cover weekend hours as part of a rotational or permanent schedule.

Required Skills:

• 3+ years’ experience in fraud, security, detection, investigation or related field preferably in a service or banking related environment
• 3+ years customer service experience
• Ability to work effectively in a time sensitive environment
• Ability to identify and elevate issues to management
• Ability to work independently in pursuit of goals; self-motivated, confident and enthusiastic
• Professional oral and written communication skills
• Strong analytical/problem solving skills

Desired Skills:

• Merchant Acquiring experience
• CFE, CIA or equivalent professional certification preferred (CFE = Certified Fraud Examiner, CIA = Certified Internal Auditor)

Shift:

1st shift (United States of America)

Hours Per Week:

40