Job summary
As a Fraud Analyst in Fraud Utility, you will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements.
Job responsibilities
- Conduct outbound calls to clients and internal partners to validate payments
- Conduct Inbound call for wire/ACH Bank-enforced limits and held payment confirmation or red flags
- Engage internal partners for escalations
- Monitor various queues for detection of potentially anomalous payments and prioritizing to ensure payment cutoffs are met
- Troubleshoot payment transactions to identify false/positives and decision on how to handle
- Escalate confirmed fraud payments and follow procedures to secure the client profiles, and escalate to relationship and management teams
- Ensure accurate and timely documentation of all interactions
- Monitor the group mailbox and assignment of email inquiries that require investigation or client callback
- Support the development and maintenance of policies, procedures, and training materials, and Escalate issues as necessary.
- Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
Required qualifications, capabilities, and skills
- Minimum 4 years of experience in Financial Operations
- Knowledge on Wires, ACH, SWIFT & international payment conventions/practices
- Strong PC, project management, and analytical skills. Strong MS Access, Excel, PowerPoint, and Word.
- Proactive approach to problem solving, taking ownership of issues, and having the determination to follow through
- Strong Interpersonal skills to be able to communicate internally & externally and at all levels
- Ability to use creative problem-solving techniques to solve business issues
- Excellent time management, organizational, written & oral communication skills
- Ability to utilize critical thinking and problem-solving skills to accurately assess & resolve investigation cases
- Ability to work in a fast-paced environment and is adaptable to change
- Strong organizational and decision-making skills
- Flexibility to support adjustments to work schedule; Hyrid10AM-7PM
Preferred qualifications, capabilities, and skills
- Strong working knowledge of various aspects of International Payment Processing Operations and/or Investigations/ of Fraud Investigations
- 1 year in the current process/group