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.
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.
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
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
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.