Analyst -- Consumer Protection Fraud -- Atlanta -- Platform Solutions

Platform Solutions Across Platform Solutions (PS), we power our clients to serve and create better loyalty with their own clients and customers by delivering agile and modern cloud-based, developer-centric financial solutions. PS is comprised of four main businesses, underpinned by key horizontal functions across engineering, operations and risk management:

• Transaction Banking , a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships , consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• ETF Accelerator , a platform for clients to launch, list and manage exchange-traded funds
• Merchant Point-of-Sale Lending , a platform that provides custom credit financing for home improvement merchants to offer directly to their customers

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Position: Fraud Analyst – Atlanta

The Fraud Analyst position requires an individual who is passionate about finding and stopping fraud. Successful applicants need to have a keen ability and drive to identify fraudulent activity and go beyond the basics. The position requires the ability to identify and mitigate fraud activity, monitor and review high risk transactions, review transaction reports for trending analysis and fraud mitigation, interact with external and internal customers to champion fraud policies and procedures, and other duties as required in a high pace environment.

Duties & Responsibilities:

• Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, counterfeit and similar other risks.
• Investigate fraud claims and make decisions regarding their validity based on available internal and card brand policies and 3rd party data and in accordance with defined SOP’s
• Answer phone inquiries from merchants and other banks pertaining to cases that have been worked
• Resolve customer issues within the scope of existing service level agreements.
• Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
• Generate suspicious activity reports and risk management reports for Managers.
• Recommend anti-fraud processes for changing transaction patterns and trends.
• Identify system improvements to prevent fraudulent activities.
• Identify fraudulent transactions and cancel them from further processing.
• Maintain individual accountability for performance metrics ensuring ever-increasing levels of productivity and accuracy against established benchmarks
• Ensure confidentiality of all information collected during investigation.
• Handle escalated customer calls/inquiries
• Determine existing fraud trends by analyzing accounts and transaction patterns.
• Create clear, concise and compelling documentation to respond to inquiries from legal
• Work closely with Customer Protection manager to provide fraud analysis and assessments
• Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.
• Work closely with Senior Fraud Analyst to help employee engagement to meet/ exceed performance metrics ensuring ever-increasing levels of productivity and accuracy against established benchmarks for the team and individual goals
• Monitor real time queues and identify high risk transactions within the business portfolio.
• Interact with banks and customers to validate information and to confirm or cancel authorizations.
• Recommend new software tools used for fraud detection, prevention and reporting activities.
• Resolve high risk alerts within the service level agreements to reduce potential revenue losses.

Shifts: Shifts vary, and cover hours from 8:00 AM – 11:00 PM, 5 shifts per week, any day of the week. Shifts are primarily 9 hours with a 1 hour unpaid lunch. Most analysts are required to work at least 1 weekend day per week. The Customer Protection department is open 363 days/year (closed Thanksgiving and Christmas).

Location: Remote

Organizational: This position is a member of the Operations Department and reports to the Manager – Customer Protection.

Skills & Qualifications:

• Bachelor's Degree preferred
• Availability and willingness to work on weekend and outside of the “standard” work day.
• Demonstrated effective communication both verbally and in writing
• Working knowledge of fraud detection tools
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Bilingual – Spanish speaking candidate preferred.
• Demonstrated analytical and problem solving skills
• Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns
• 2+ years of experience in fraud and banking or related
• Team player capable of learning and sharing knowledge in global team environment working closely with Customer Protection Manager
• Self-disciplined, diligent, proactive and detail oriented
• Time management, organizational and problem solving skills
• Experience with Microsoft Office, including Outlook, Word and Excel