Initiate effective communications with customers, financial institutions, and cardholders as necessary for obtaining verification of information and handling chargebacks Daily review and disposition of transactions flagged for investigation Daily processing and documenting chargebacks Continuously monitor the status of incoming orders requiring investigation Utilize multiple internal email management applications to communicate with customers Identify, document, and communicate detected fraud trends, suspicious transaction characteristics and patterns Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends Work with customer service to address customer questions and concerns regarding an investigation Manage and respond to escalations from internal and external parties with proper urgency and effective communication Strict adherence to security protocol regarding company and customer data and related communications
Participate in ad hoc projects/assignments as necessary BASIC QUALIFICATIONS
High school diploma or equivalent
2+ years of experience in Customer Service or Investigations Specialist role
1 year of experience relevant to risk management, fraud investigation, or financial analysis
Knowledge of credit card processing, payment fraud investigation, prevention techniques, and charge disputes preferred Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external Flexibility with full-time schedule, including shift assignments on weekends/evenings Strong internet research, Microsoft Office (including Excel) experience and overall PC skills PREFERRED QUALIFICATIONS Bachelor’s degree preferred Knowledge of credit card processing, payment fraud investigation, prevention techniques, and chargeback processing Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns Ability to work independently, reacts quickly, and solve problems, utilizing the available resources Self-disciplined, diligent, proactive and detail oriented Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.