Fraud Risk Analyst II

ID
2021-16064
Category
Customer Service
Position Type
Full Time
Location : Location
US-NV-Reno

About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

 

So, what are you waiting for? Shape your career and join our global network.

Overview:

As a Fraud Risk Analyst, you will investigate cardholder dispute claims, coordinate funds recovery for cardholders, and resolve claims in accordance with regulations and card network rules. The Fraud Risk Analyst is an integral part of a high functioning team that promotes the conciliation and/or arbitration to resolve disputes and negotiations between consumers and the business. You will participate in risk initiatives, monitor fraud trends, and focus on financial recovery efforts to maintain reputational standing while supporting cardholders’ disputes. This job description only constitutes a summary of the responsibilities due to the expanding nature of the company; the department often requires changing roles and additional responsibilities.

 

Responsibilities:

Builds strong rapport with vendors and other departments by utilizing interpersonal skills, asking clarifying questions and anticipating needs

 

Conduct analysis and process dispute claims in accordance with network operating regulations and internal service level timeframes

 

Document all case interactions in the appropriate databases by recording highly detailed and relevant notes for each account.

 

Interact with our cardholders and sometimes vendors by phone and email

 

Monitor disputed transactions for possible fraudulent activity

 

Analyze disputed transactions to determine the appropriate response and documentation requirements

 

Educate cardholders on processing guidelines and security measures

 

Analyst must ensure that chargeback information and documentation sent to the card networks are complete and without error

 

Analysts are expected to work efficiently to meet goals, cross train in other areas of the business, and provide exceptional support

 

Must adapt to changing policies and stay current with card network dispute guidelines to ensure all cases are handled appropriately

 

Identify trends and outliers related to fraud and other issues impacting dispute volumes

 

Notifies manager and appropriate teams of trends or concerns

 

Creating SOPs and knowledge base content for new initiatives or required changes in policy

 

Conducting on the job training for new and current employees

 

Performs other duties and assignments as directed by management which may include development of processes related to new products or platform enhancement projects

Qualifications:

Mature and professional minded individual

 

Individual should possess strong problem-solving and analytical skills

 

Ability to multi-task in a fast-paced and deadline-oriented environment

 

Regular, consistent, and punctual attendance is required

 

Ability to work on the phone with a friendly and professional attitude

 

Attention to detail and accuracy when reviewing information

 

At least a year of experience in an office environment preferred.

 

Excellent organizational skills required

 

Strong communication skills

 

Required Education & Experience:

High school diploma or equivalent is required

 

Knowledge of and ability to apply basic math skills required

 

Risk, Chargeback and/or Banking experience

 

Prior call center experience a plus, but not required

 

Knowledgeable in MS Office applications

 

EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

 

#ZR

Options:

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed