Fraud & Disputes Investigator

Description

The Investigator will assist cardholders with any disputes, discrepancies, and fraud resolution on behalf of the cardholder while complying with appropriate guidelines and regulations. They will be responsible for minimizing fraud exposure to our business through optimizing rules and systems.

Requirements

Essential Functions

• Answer inbound telephone calls from customers regarding disputes and potential fraud

• Make outbound telephone calls to customers to take appropriate action based on specific transaction characteristics

• Maintain call performance and call quality goals

• Process fraud allegations effectively and efficiently

• Monitor suspicious transactions activities through review of scheduled and ad-hoc reporting to decision account status

• Update and maintain fraud & dispute logs accurately and ensure deliver in accordance with SLAs

• Other duties as assigned 

Requirements

• Regular attendance and schedule flexibility

• Strong attention to detail

• Excellent written and oral skills

• Proficiency in Microsoft Office Suites

• Bilingual preferred – English/Spanish 

Education and Experience

• At least 4 years of relevant experience in a similar role preferably in card services or financial services

• College and/or professional training preferred