Fraud Analyst

This exciting position will be a key contributor in executing the global online risk fraud and digital payments strategy. The Online Risk Fraud & Payments team has responsibility for Fraud Strategy, KYC & Customer Verification, Fraud Operations, Payment Strategy, Bank Relationships, and Payment Operations. This position requires a person who can roll up their sleeves and make things happen, has strong “Card not present” (CNP) and payments risk experience in eCommerce / eCommerce environments, and / or has a successful track record in the Digital Payments and/or Online Financial Services environments (web, mobile) with a focus on enabling business and maximizing returns.
- Analyze, research and review card not present (CNP) transaction activity to identify fraud loss reduction and incremental revenue opportunities.
- Develop recommendations to decrease fraud loss and increase revenue.
- Monitor and review the fraud risk generated from the various fraud prevention filters and security exception files.
- Analyze current fraud trends and provide input into rules and parameters.
- Conduct research and analysis, prepare management reports and make recommendations to senior officers.
- Increase operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness.
- Develop and maintain Policy and Procedure documentation.
- Work closely with Accounting, Compliance, and Customer Service on fraud and payment related issues.
- Process and resolve chargebacks, disputes, and returns.
- Support accounting and reconciliation functions as they relate to payments.
- Assist customer service representatives with questions or issues regarding potentially fraudulent orders.
- Utilize various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, financial data, third party data providers and online methods.
- Conduct follow-up research on fraudulent transactions.
- Keep detailed records of suspicious activity, analyze trends, and communicate security threats to management.
- Cancels fraudulent orders and serves as a point of contact between customers and credit card banks.
- Perform other duties as assigned.
- Associate’s degree required (Bachelor’s a plus) or comparable work-related experience.
- Previous e-commerce fraud prevention, investigation or retail fraud prevention experience is a plus.
- Understanding of credit card chargebacks, disputes and bank return processing and rules
- Excellent verbal and written communication skills in English.
- Ability to work on different reports to assist the day-to-day operations of the department.
- Solid analytical, interpretive, and problem-solving skills.
- Ability to analyze diverse information and develop strategy recommendations.
- Must be able to meet strict deadlines.
- Must possess strong internet research skills along with the ability to navigate multiple systems at once.
- Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, and Outlook
- Strong understanding of customer needs.
- Persistent and results focused - must be able to deliver results in an environment which requires a high tolerance for ambiguity.
- Extensive multi-tasking and prioritization skills - needs to excel in fast paced environment with frequently changing priorities.
- Strong customer service skills and a demonstrated ability to take initiative, conduct thorough research, and be professionally persistent.
- Demonstrated critical thinking, collaboration, and time management skills.
- Knowledge about Zendesk platform is a plus.