Overview
Skills
Job Details
Fraud Detection & Mitigation* Monitor Transactions: Analyze real-time and historic transaction data, account activities, and user behavior using advanced fraud detection tools to identify suspicious patterns and anomalies.* Alert Management: Act on fraud alerts produced by monitoring systems (e.g., Falcon, FICO) and conduct investigations to confirm or deny fraudulent activity.* Risk Control: Implement immediate action, such as placing blocks on compromised cards or accounts, to mitigate further loss.Dispute & Chargeback Resolution* Case Management: Manage the end-to-end lifecycle of transaction disputes (chargebacks and retrievals) from initiation to final resolution.* Investigation: Conduct thorough research on disputed transactions by reviewing documentation, customer interactions, and transaction details to determine validity and root cause.* Representment: Prepare and submit compelling documentation (representment cases) to payment networks (Visa, MasterCard) to contest illegitimate chargebacks and recover funds for the merchant/bank.* Compliance: Ensure all dispute processes adhere strictly to regulatory requirements (e.g., Reg E, Reg Z) and card network rules (e.g., Visa Claims Resolution - VCR, MasterCom).Process Improvement & Strategy* Trend Analysis: Analyze dispute and fraud data to identify recurring trends, gaps in controls, and vulnerabilities in existing processes.* Policy Development: Recommend and implement changes to operational policies, procedures, and systems to proactively prevent future fraud and disputes.* System Enhancement: Collaborate with IT and engineering teams to enhance fraud detection systems, implement new software (e.g., PEGA, VROL, MasterCom), and execute User Acceptance Testing (UAT).Reporting & Communication* Documentation: Maintain accurate, detailed records of all fraud investigations, dispute cases, and their resolutions.* Stakeholder Reporting: Prepare comprehensive reports, dashboards, and metrics on fraud losses, dispute volumes, and resolution accuracy for management and stakeholders.* Customer Service: Communicate effectively with customers and internal/external partners (merchants, payment processors, legal teams) regarding the status and resolution of their claims.