Duties:

• Applies defined procedures to independently investigate, analyze, and resolve queued fraud and financial risk issues.
• Makes outbound calls to customers to validate payments transactions.
• Writes complete, succinct and accurate case notes.
• Reviews other risk agent’s work to either approve or provide feedback.
• Provides empathetic, accurate, and efficient resolutions to the most complex and escalated customers.
• Handles questions or escalations on suspected fraud from other business units.

Skills:

• Must be able to work overtime as well as Saturdays and most holidays.
• Experience in risk mitigation within the payments industry (3-5 years preferred) with the ability to identify the behaviors and signs of risky financial transactions or accounts.
• Ability to make independent and sound decisions and think on your feet in a dynamic environment.
• Data entry skills
• Knowledge of fraud behaviors, financial risk, and credit card disputes to understand potential Merchant risk behaviour.