Job Description

Below are the responsibilities and qualifications that must be displayed to apply for this position:

Schedule

• Hybrid Position. 3 days a week in office.
• Ability to work weekends - one day of the weekend in office
• Flexibility in schedule to accommodate necessary support.

Responsibilities

• Responsible for the day-to-day management of the operations to ensure service delivery within the agreed quantitative and qualitative standards with a focus on team performance, customer satisfaction, and timely resolutions.
• Assign workload to maintain agreed service levels.
• Prepare workload and shift end reports for all clients.
• Analyze, keep track of and monitor various fraud patterns and update the team accordingly on a regular basis.
• Distribute and monitor reports and adhoc tasks.
• Facilitate resolution of work-related issues of team members.
• Coach the team members to ensure sustained contribution.
• Provide training for new hires, and existing hires when necessary.
• Assist team members in organizing and accomplishing own tasks.
• Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner.
• Liaise with other teams/clients and departments to resolve issues and to ensure quick First time resolution (FTR).
• Handle escalations and follow up on issues with customers and or other departments.
• Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions.
• Work on daily tasks, withdrawals, etc. when support is needed.
• Ability to initiate outbound calls or handle transfers from customer service.
• Speak on fraud trends, department performance, and new updates during weekly client meetings.

Qualifications

• 2+ Years Experience in a Payments and Fraud position.
• Sound knowledge of the different aspects of Risk work including Online Payments or Financial Services knowledge.
• Ability to identify subtle fraud and abuse patterns.
• Sound and demonstrable experience with fraud analysis and investigations.
• Good communication skills and ability to effectively deliver feedback.
• Self-motivation
• Ability to perform well under tight deadlines within a dynamic environment.
• Excellent command of Microsoft office tools.
• Proven aptitude to work in a team and guide and influence others.
• Strong logical reasoning skills with an analytical approach.

Additional Requirements (if applicable)

• Bachelor’s degree strongly preferred.
• AML/previous CS experience

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