Should have 2+ years experience in a fraud investigation, dispute and risk related role which includes direct customer support
Knowledge of SAR, UAR will be an advantage
Reviewing and verifying real time banking transactions and supporting documentation if required.
Analyzing transaction risk and requesting additional information as necessary.
Ensuring compliance with regulatory standards.
Ensuring compliance with company/client policies and guidelines.
Documenting and effectively communicating reasons for the approval/rejection of transactions.
Responsibilities
Monitors numerous real-time queues and reviews high-risk transactions from specified points-of-sale requiring demonstrated decision making and critical thinking skills
Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
