The Fraud Operations Specialist is responsible for reviewing and investigating high-risk online transactions and refunds, taking appropriate action on each case to mitigate loss. They will proactively identify and analyse emerging trends to help reduce future risks for the organization and make recommendations for developing prevention strategies. They will effectively manage a caseload across various platforms, in line with service level agreements (SLAs).

 

The Role  

• Review online transactions to identify suspicious activity and emerging trends, take appropriate action on each order and communicate the outcome with the customer where necessary  
• Investigate high-risk refund requests for abuse or organized fraud, and determine appropriate action to mitigate loss to the business
• Utilize both manual and automated tools to collect data and perform investigations related to orders and refunds, identifying necessary actions to prevent fraudulent activity and minimize potential losses to the business and its customers 
• Identify new and emerging patterns of fraud and refunds abuse and make recommendations for new controls and improved monitoring 
• When required, communicate with customers, or victims of fraud, through email and phone calls to obtain additional information, or communicate the outcome of investigations
• Review and monitor BI reports in line with current threats to the business and undertake actions where appropriate, including, but not limited to reviewing process/controls 
• Respond promptly and professionally to queries from internal teams and external contacts 
• Manage and prioritize own case load effectively in line with department SLA’s
• Perform other administrative tasks as required to support the team 

 

Requirements  

• 1+ years’ experience in a Fraud or similar role
• An inquisitive mindset with the ability to assess patterns, detect suspicious activity and solve problems 
• Exceptional attention to detail with the ability to manage a high-volume workload whilst maintaining accuracy 

• Excellent verbal and written communication and interpersonal skills with a professional telephone manner, and the ability to deal with customers in a confident way
• A demonstrated ability to work effectively in a fast-changing environment

• Logical, proactive and confident in suggesting improvements to processes
• Proficient in Microsoft packages 

• Ability to maintain utmost confidentiality

 

Location 

There are two office locations available, either Manchester (WA15 0AF) or Northwich (CW9 7RA). The role is full time office based.

Hours 

8.30am – 4.30pm Monday to Sunday on a rota basis (37.5 hours). Candidates will be required to work 1 in 3 weekends, working either 8.30am – 4.30pm or 5pm – 1am which will be allocated on a rota basis.