Fraud Analyst

Job description

Disputes Investigations - Escalations

Function: Operations

United States: Jacksonville, Florida

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Inviting applications for the role of Disputes Investigations - Escalations Specialist

The Disputes Investigations Escalations Specialist is responsible for the timely review of fraud and/or non fraud card disputes for refiled disputes. The Disputes Investigations Specialist 2 will be responsible for reviewing dispute details for refiled disputes and complaints, performing a reasonable investigation into the reported activity and submitting chargebacks to recover funds. Successful candidates will need prior experience in disputes investigation and complaints management. Successful candidates must possess an investigative mindset and demonstrate key skills including: logical thinking, problem solving, analyzing transaction details including customer spending patterns/behavior and excellent customer communication skills. The Disputes Investigations Escalations Specialist is also responsible for maintaining documentation for each inquiry and compliant with all governing regulations and institutional policies and procedures.

Responsibilities

• Performs research on customer complaints and / or refiled disputes (unauthorized and non fraud) for card transactions (credit card, debit card, ATM/PIN, POS) to take appropriate actions to recover funds for the financial institution.
• Performs Inbound / Outbound contact to merchants and / or customers in order to verify transaction information or gather additional information to complete an investigation.
• Performing chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer.
• Complete issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases
• Perform required tasks per regulations, business policy and procedures and card network mandates
• Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure
• Agent is expected be up to date on latest fraud modus operandi that are currently trending in the market
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
• Communicate decisions to the customer on refiled claims with the ability to explain decision in great detail and with empathy.
• Consistently achieve/exceed quality standards for investigations
• Participate in ad hoc projects/assignments as necessary
• Other duties as assigned

Qualifications

Minimum qualifications

• Experience performing Dispute Investigations in the debit and/or credit card industry.
• Prior experience in an escalations team with a demonstrated ability stay calm under pressure and excellent customer relation skills.
• Keen attention to detail & risk identification
• Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
• Working knowledge of credit and debit card processes, terminology and software
• Familiarity with the chargeback lifecycle including in depth knowledge of the EMV mandate and liability determinations for fraud events
• Experience analyzing/investigating banking transactional activities and consumer behavior
• Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims
• Experience with Card Network systems i.e. Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems
• Familiar with Pega or similar workflow tools
• Ability to articulate research findings to document that a reasonable investigation has been conducted.
• Adaptability to learn new processes, concepts and skills and an eye for detail
• Excellent customer service skills and ability to assist in customer inquiries independently
• Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written response
• Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers
• Self-disciplined, diligent, proactive and detail oriented
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Ability to maintain high levels of confidentiality and data security standards
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Demonstrate flexibility to work overtime hours and overnight hours as per business requirement

Attributes

• Demonstrates sound decision making
• Ability to work in a dynamic, fast paced environment
• Curious & inquisitive personality
• Strong attention to detail
• Good Communication Skills - both written and verbal (English required)
• Must be able to manage multiple tasks
• Ability to work independently and in a group setting
• Adaptable to change

Educational Experience

• High School Graduate or Equivalent, Bachelors Degree plus
• Similar work experience at a financial institution
• Certified Fraud Examiner certification a plus

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.