Fraud Analyst Customer Support

Recruiter
Manpower
Location
Milton Keynes
Posted
05 Apr 2019
Closes
26 Apr 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Frauds Customer Support Analyst

£ 18,969.60

ROLE SUMMARY:

* Investigates potential credit card fraud cases based on information received from the fraud detection system

* Analyses several aspects of account history, to include payment and transaction history.

* Contacts customers and merchants to obtain additional information regarding fraudulent charges.

* Maintains accurate and complete documentation of all information necessary for the investigation.

* Achieves Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards.

* Estimated 75% of time taking Inbound Calls, 25% Low Risk Outbound Calls and Processing Queries

* Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues.

* Assists with the completion of the lost stolen report, such as block and transfer of compromised accounts to prevent further losses and fraudulent activity.

* Builds the credit card replacement orders and completes shipping materials.

* Begins to build knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts

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