Senior Fraud Investigator

• Review all orders on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements
• Maintain or exceed review volume expectations with minimal errors or complaints
• Review and analyze various notifications and escalations to identify fraudulent transactions
• Provide timely and accurate response to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification
• Analyze fraud transactions and chargebacks to identify, summarize, communicate and report fraud trends
• Manage and maintain fraud strategy by identifying, creating and reviewing fraud rules and processes
• Conduct periodic review of rule performance and adjust as needed to ensure maximum efficiency and effectiveness
• Influence the development of fraud tools, fraud models and review procedures to enhance ability to detect fraudulent activity and reduce losses
• Work closely with other members of the team by handling questions and escalations and continuously improving internal processes
• Maintain effective working relationships across internal and external teams as necessary
• Manage law enforcement requests and maintain working relationships with third-party fraud solution providers, merchant fraud teams and issuing banks
• Maintain a positive attitude and be willing to adjust daily responsibilities to meet the needs of the business
• Develop and maintain reports of fraud review rates, chargeback processing and system performance to determine effectiveness and provide management and executive reporting
• Working knowledge of SQL and some programming language required
• Must be able to work weekends and non-traditional shifts

• 3-5 years of experience in e-commerce fraud and payments environment
• Working knowledge of Customer Service and valuing the customer experience
• Strong attention to detail with consistent accuracy
• The ability to follow stringent processes and regulations
• Must have the ability to meet critical deadlines in a fast paced environment
• Excellent communication skills, both verbal and written
• Self-starter and comfortable taking initiative while quickly grasping concepts, processes and ideas
• Must be highly organized
• Ability to think analytically and make accurate decisions
• Must be able to work within a team environment
• Must be a team player
• Strong proficiency working with web browsers and web based tools

Pay range: $66K - $96K

• 401K
• paid time off
• dental
• medical
• vision
• disability
• life insurance options