Fraud Representative

About the Role

The Fraud Representative is responsible for conducting investigations into suspected fraud committed against supported clients and their customers. This includes proactively discovering potential fraud through in-depth analysis of account activity, generating reports, and responding to reported claims of fraud. In this role, you'll be working directly with both internal teams and customers to detect and address fraud.

Your Fraud Investigator Day-to-Day Will Involve

• Investigating Suspected Fraud: Reviewing and investigating reports of suspected fraudulent activity across various accounts and platforms.
• Data Analysis: Utilizing data analysis techniques, critical thinking, and pattern detection to identify fraudulent activity.
• Customer & Internal Collaboration: Gathering information and documentation from customers and internal sources to build comprehensive fraud cases.
• Fraud Remediation: Correcting and remediating fraudulent activity and providing resolutions to affected accounts or individuals.
• Reporting & Documentation: Documenting the rationale and determination for each fraud report, ensuring clear and thorough records are maintained for future reference.
• Follow-Up: Regular follow-up with customers and internal contacts throughout the investigation process to ensure clarity and resolution.
• Confidentiality: Ensuring the confidentiality of all information gathered and maintaining strict privacy throughout the investigative process.
• Process Improvement: Assisting in the implementation of new processes, procedures, and fraud detection methods to enhance overall fraud prevention.

Requirements

• Financial or customer support experience of at least 1 year is required.
• Experience in fraud or financial crime investigations is highly preferred.
• Strong understanding of data analysis techniques to identify patterns of fraudulent activity.
• Strong ability to develop and maintain productive working relationships with internal teams and customers.
• Ability to work independently, be persistent in investigations, and maintain high productivity in a fast-paced environment.
• Exceptional written and verbal communication skills with a strong attention to detail.
• Experience with Microsoft Office, particularly Excel, and Google Suite tools.
• Ability to think critically and come up with innovative solutions to complex fraud issues.
• Familiarity with Mac OS is preferred.

Bonus Attributes

• Ability to work under pressure and thrive in a high-pressure, fast-paced environment while maintaining a high standard of work.
• Adaptability to change and ability to quickly adapt to new processes, technology, and changing business needs.