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Fraud Analyst

Customer Service Rich Text

The Fraud Analyst will support Kount’s Professional Service efforts and assist in preventing fraudulent credit card purchases for our merchants’ websites. The Fraud Analyst will work directly with Customer Success and collaborate with merchants to achieve the goal of reducing chargebacks for the merchant while maintaining their bottom line through rule management, analysis and manual review efforts.

What you'll do

  • Perform manual reviews of transactions held in merchant’s Suspect Orders queue.

  • Perform timely problem resolution to determine if Suspect Orders should be approved or declined within agreed service level agreements.

  • Observe customer transactions to identify fraudulent activity such as account take over (ATO), friendly fraud (FF), ID theft, stolen financials or similar fraud trends.

  • Perform timely, thorough and quality decisioning of suspect orders while complying with merchant business policies, minimizing customer insult, providing positive customer experience and minimizing fraud risk

What experience you need

  • College degree in Business, Criminal Justice, Finance, or related field preferred; or, appropriate combination of education and work experience.

  • 1 year of experience in customer services and/or a call center environment

  • Possibility of working shifts to cover weekends/holidays for 24/7 operational coverage

What could set you apart

  • 2+ years of previous banking, payment and ecommerce experience along with Card Not Present (CNP) fraud knowledge/methodology experience preferred.

  • Knowledge of different payment types such as PayPal, Apple Pay, credit & debit cards

  • Knowledge of EU General Data Protection Regulation (EU GDPR compliance)

  • Knowledge of Payment Card Industry Data Security Standard (PCI DSS compliance)

  • Excellent oral and written communication skills including good grammar and syntax.

  • Must maintain strict confidentiality of all company, merchant and consumer information collected during investigations.

  • Highly motivated, detail-oriented individual in possession of good judgment and strong problem resolution skills.

  • Innate curiosity, tenacity and persistence needed to pursue root cause of fraudulent activities.

  • Natural inquisitive nature and appreciation for doing research and investigative type of work.

  • Strong analytical skills like pattern recognition, identification of inconsistencies and deductive reasoning.

  • Experience in identifying false positives

  • Experience with various fraud prevention solutions, identification of fraud risk factors and utilization of 3rd party validation tools

  • Experience in processing or identifying chargebacks or claims relating to ecommerce transactions

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks. If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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