Fraud Senior Coordinator

We are recruiting several exciting positions to join the Fraud team to start on 21st June 2021

In Summary, you will:

• Investigate all forms of inbound and outbound cardholder contact for all areas of Fraud and Disputes, including Application Fraud, Account Takeover and Disputes
• Apply critical thinking to identify the relevant fraud type, and utilise the tools available to complete in depth investigations
• Work a variety of workstreams across all fraud types, and have the ability to move between workstreams dependant on service requirements
• Protect the business from fraud losses by proactively identifying fraudulent applications and transactions; and protect victims of fraud and genuine customers by providing exceptional customer service and investigating claims of fraud in a timely manner
• Interpret Mastercard and Visa chargeback scheme rules to prevent customer and department losses; negotiate with both merchants and banks regarding the settlement of transaction disputes; and escalate cases to Pre Arbitration where appropriate
• Demonstrate solid judgement in decision making during investigations and escalate trends to the Fraud Strategy Team to improve to fraud defences and limit risk to the business
• Be the point of contact for offshore vendors and other areas of the UK operation supporting with complex queries, by providing in depth SME knowledge, identifying gaps in agent knowledge or processes and suggesting improvements to combat the gaps
• Support the ongoing development of the department by identifying opportunities for streamlining and automation of processes and workstreams
• Take ownership of cases with end to end case management and one call resolution
• Offer exceptional customer service and effectively manage workload
• Deliver agreed levels of productivity and quality

Competency Requirements:

• Ability to adapt to a fast paced quick changing environment whilst maintaining a high level of effectiveness
• Accurately follow process guidelines with attention to detail and ability to interpret technical data
• Adherence to internal and external compliance requirements
• Demonstration of solid judgment in decision making
• Possess excellent verbal and written communication skills
• Ability to challenge the status quo
• Strong problem identification / problem resolution skills
• Ability to work as a team and be flexible and proactive in providing support to areas where required