Fraud Investigator

The Disputes Investigations Specialist is responsible for the timely review of fraud and/or non-fraud card disputes for an issuing financial institution. The Disputes Investigations Specialist will be responsible for reviewing customer transaction history, performing a reasonable investigation into the reported activity, and submitting chargebacks to recover funds. Successful candidates will need 0 -3 years prior experience in disputes investigation and demonstrates key skills including:
logical thinking, problem solving, analysing transaction details including customer spending patterns/behavior and an investigative mindset. The Disputes Investigations Specialist 1 is also responsible for maintaining documentation for each inquiry and compliant with all governing regulations and institutional policies and procedures.

Responsibilities

• Performs research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution.
• Inbound / Outbound contact to merchants and / or customers to verify transaction information or gather additional information to complete an investigation.
• Performing chargebacks and other pieces of the dispute management lifecycle to recover funds on behalf of the financial institution and / or customer.
• Complete issuance of provisional credits, customer letters and handling representments and pre-arbitration/compliance cases
• Perform required tasks per regulations, business policy and procedures and card network mandates.
• Demonstrated ability to conduct research, work independently and make complex investigations decisions with little or no guidance within the ambit of workflow/procedure.
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Participate in ad hoc projects/assignments, as necessary.
• Other duties as assigned.

Qualifications

Minimum qualifications

• Candidate should have at least 0-3 years’ experience performing Banking/Dispute Investigations in the debit and/or credit card industry
• Keen attention to detail & risk identification
• Basic knowledge of Banking Industry & Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
• Working knowledge of credit and debit card processes, terminology, and software
• Familiarity with the chargeback lifecycle including in depth knowledge of the EMV mandate and liability determinations for fraud events
• Experience analyzing/investigating banking transactional activities and consumer behavior
• Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims
• Experience with Card Network systems i.E., Visa Resolve Online (VROL), Visa Claims Resolution (VCR) or Mastercard systems
• Familiar with Pega or similar workflow tools
• Ability to articulate research findings to document that a reasonable investigation has been conducted.
• Adaptability to learn new processes, concepts and skills and an eye for detail
• Excellent customer service skills and ability to assist in customer inquiries independently
• Good communication both written and verbal English skills
• Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
• Self-disciplined, diligent, proactive and detail oriented
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
• Ability to maintain high levels of confidentiality and data security standards.
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Demonstrate flexibility to work under 24*7 working environment.

Attributes

• Demonstrates sound decision making.
• Ability to work in a dynamic, fast paced environment.
• Curious & inquisitive personality
• Strong attention to detail
• Good Communication Skills - both written and verbal (English)
• Must be able to manage multiple tasks.
• Ability to work independently and in a group setting.
• Adaptable to change.

Educational Experience

• Graduate or Equivalent, bachelor’s degree