Risk & Fraud

Job Description

Responsibilities:

• Analyze transactions in Accertify and investigate potentially suspicious accounts and activities using various sources.
• Exercise sound judgment in identifying fraudulent activities and account takeover attempts, even when  explicit fraud indicators are absent.
• Conduct investigations to gather evidence and support decision-making.
• Mitigate financial risk by taking appropriate actions on potentially fraudulent activity, including canceling orders, banning accounts, and escalating complex cases.
• Respond to member inquiries in Zendesk regarding account security, including reports of suspected account takeover, with empathy and professionalism.
• Investigate and resolve member appeals in Zendesk for orders and accounts incorrectly flagged as fraudulent, ensuring fair and timely resolutions.
• Effectively differentiate between legitimate members and potential fraudsters attempting to gain access to accounts.
• Secure compromised accounts and restore legitimate access in account takeover (ATO) situations.
• Identify, act upon, and report trends in fraudulent behavior and account takeover attempts to team leads.
• Actively participate in team meetings across time zones.
• Independently complete daily assignments with high accuracy and efficiency, exceeding expectations while adhering to quality standards in all task-based work.
• Make sound decisions quickly, even in ambiguous situations, and provide feedback on workflow gaps to leadership.
• Communicate effectively with members, colleagues, and other internal partners.

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Deliver

No	Performance Parameter	Measure
1	Process	No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2	Self- Management	Productivity, efficiency, absenteeism, Training Hours, No of technical training completed