About the Role
The Fraud Agent is responsible for reviewing, identifying, and investigating high-risk online transactions, taking appropriate action on each order. They will resolve fraud-related issues for customers, victims, and third parties through different channels. This role will also ensure the efficient and accurate processing of chargebacks and refunds within service level agreements (SLAs) across various platforms, while also identifying trends, errors, and potential threats to the business. The Fraud Specialist will proactively contribute to the improvement of fraud, chargeback, and refund processes.
Responsibilities
- Review online transactions and identify suspicious activity and emerging trends using fraud detection tools, take appropriate action on each order and communicate the outcome with the customer where necessary
- Process chargebacks, claims and disputes through different payment acquirers in line with SLAs and company procedures
- Process customer refund requests in alignment with company policies, procedures, and SLAs. Investigate high-risk refund requests, verify their legitimacy, and ensure the accuracy of refund amounts, taking appropriate action and communicating with customers where necessary
- Utilise both manual and automated tools to collect data and perform investigations related to orders, chargebacks and refunds, identifying necessary actions to prevent fraudulent activity and minimise potential losses to the business and its customers
- Respond promptly and professionally to queries from internal and external teams
- Provide recommendations for process improvements within fraud detection, chargeback, and refund operations
- Regularly engage in training and skill development on fraud-related topics and stay updated on the latest technologies and trends
- Perform additional administrative tasks as needed
Special requirements
- 1+ years’ experience in a Fraud or similar role
- Experience with Fraud detection tools and/or chargeback and refund processing systems is highly desirable.
- An inquisitive mindset with the ability to assess patterns, detect suspicious activity and solve problems
- Exceptional attention to detail with the ability to manage a high-volume workload whilst maintaining accuracy
- Excellent verbal and written communication and interpersonal skills with a professional telephone manner, and the ability to deal with customers in a confident way
- A demonstrated ability to work effectively in a fast-changing environment
- Logical, proactive and confident in suggesting improvements to processes
- Proficient in Microsoft packages
- Ability to maintain utmost confidentiality
- A flexible, open-minded, team player that is adaptable to changing situations.