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Fraud Analyst

Ria Selangor, Malaysia
Posted 14 days ago Permanent Competitive
Role Summary

This role's primary responsibility is to work disputes raised by customers who paid Ria using New Payments Platform (NPP) which is an open-access infrastructure designed for fast payments in Australia. Disputes can vary from request to hold funds, approval of refunds and request for information etc. When not working these disputes, this role will also be 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.

Responsibilities
  • Work disputes raised by customers who paid Ria using New Payments Platform (NPP) which is an open-access infrastructure designed for fast payments in Australia
  • 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
  • Must be able to work weekends and holidays (and possibly occasional evenings) when needed.
  • Must have excellent verbal and written English skills.
Job ID  300000158353254
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