• Manage inbound and outbound calls
• Gather documentation to assist in the claims process
• Review documentation for accuracy
• Own all aspects of risk and fraud for a new prepaid debit product launch
• Work directly with the cardholder to address and resolve disputes, escalations, and fraud
• Build and maintain operational procedures for customer service, risk, fraud, and reporting
• Bring innovative and cost-cutting ideas to the table 
• Work with the internal product team to implement solutions.
• Write the Procedure and educational documents.
• Backup support for Card Service and Fraud phone queues.

Skills: Call Handling, Claims Documentation, Fraud Detection, Dispute Resolution, Procedure Writing, Risk Management, Customer Support, Cross-Functional Collaboration

• Ensure record-keeping is accurate and updated.
• Record chargebacks and correspond with customers to resolve chargeback disputes.
• Handle inquiries and requests in all communication channels.
• Uphold outstanding service levels in responding to members with timely, high-quality interactions.
• Examine account behavior to identify fraudulent activity (e.g., account takeover, seller fraud, collusion).
• Investigate account patterns in Sift to flag fraudulent accounts.
• Send and respond to customer Zendesk tickets related to payments and risk.
• Collaborate with cross-functional teams to improve manual processes.
• Handle additional administrative tasks that support the Fraud Prevention team.
• Work with upper management, HR, and Compliance on processes and procedures.

Skills: Record-Keeping, Chargeback Management, Customer Communication, Fraud Investigation, Risk Analysis, Zendesk Support, Cross-Functional Collaboration, Process Improvement

• Perform analysis on customer profiles and usage to identify suspicious transactions
• Review and analyze simple to complex transactions to detect fraudulent activity /trends and to determine the next steps
• The point of contact for customers on authentication and highlighting charges, etc
• Act as an escalation point for operational issues for the Payment Operations team
• Work with cross-functional teams in resolving issues, as well as contributing to projects that drive improvement and efficiency
• Review and analyze simple to complex transactions to detect fraudulent activity /trends and to determine the next steps
• Liaise with appropriate parties on customers' requests and/or disputes
• Dispute/Chargeback Resolution and Management
• Resolving fraud cases and reporting the case to the Police for further pursuance if required
• Reporting risks that are identified for customer experience, business metrics, and employee journey.
• Trends analysis and report on Fraud Cases
• Identify process gaps and consistently improve standards of practice
• Receptive to change and to handle other essential tasks.

Skills: Fraud Detection, Transaction Analysis, Customer Authentication, Dispute Resolution, Chargeback Management, Risk Reporting, Cross-Functional Collaboration, Process Improvement

• Detection of fraudulent and abusive behaviors at both internal and external security levels
• Review of suspicious cases and identification of fraud types related.
• Definition of fraud detection parameters based on previous fraud incidents
• Design and implementation of fraud and abuse prevention and detection measures conceived to minimize financial impacts and optimize customer experience
• Identification of risk factors and trends of suspicious activity of customers or business partners by applying data analysis and statistical techniques.
• Proposal and implementation of prevention and detection measures at various levels (e.g., operations, applications, network) tailored to the specific characteristics of a fraud incident.
• Design and execution of prevention or detection measures across the organization (e.g., policies, commercial operations, and offers)
• Follow-up on the implementation of prevention measures identified.
• Performance monitoring of fraud prevention and detection actions and controls.
• Identification of new controls or changes to those in place.
• Impact assessment of fraud incidents to design and prioritize preventive and corrective measures.
• Collaboration with other teams of Corporate Security, Legal, and other entities.
• Use communication techniques to share information and insights concisely, collect evidence, and preparation of documentation to support any actions related to fraudulent practices.

Skills: Fraud Prevention, Risk Analysis, Data Analysis, Security Monitoring, Policy Development, Incident Response, Cross-Functional Collaboration, Documentation and Reporting

• Identifying and investigating suspicious activity that has to do with unemployment in the United States
• Analyzing customer account transactions and working with various lines of business to establish procedures on how to identify suspicious transactions
• Provide guidance, support, and recommendations to various lines of business across the enterprise regarding customer AML risk ratings and account activity
• Based on the outcome of the investigation, analyze and determine whether or not a Suspicious Activity Report (SAR) must be filed with the Federal Government for any identified suspicious activity
• Work cooperatively with internal departments, financial institutions, and local, state, or federal authorities to obtain and analyze necessary information
• Process regulatory complaint responses
• Take responsibility for the assessment of victims of fraud
• Management and resolution of claims from victims of fraud.
• Proactive contact victims of fraud
• Timely feedback about all measures taken to protect the victim and resolve the case.
• Follow-up on the fulfillment of commitments to the victim of fraud.

Skills: Suspicious Activity Investigation, Transaction Analysis, AML Compliance, SAR Filing, Fraud Victim Support, Claims Management, Regulatory Response, Interagency Collaboration

• Previous work experience in a fraud-related field.
• Experience working in a high-volume call center
• Exceptional attention to detail
• Ability to work well independently
• The ability to maintain professionalism during difficult situations with customers
• First-rate decision-making skills with strong analytical and problem-solving skills
• Able to use effective and probing questioning and listening techniques to identify customer needs
• Proven verbal and written communication skills
• Ability to de-escalate situations with customers while explaining the situation to the customer
• Intermediate computer skills
• Ability to take initiative and able to make sound judgment decisions within proper policy and procedure guidelines.

Qualifications: BA in Risk Management with 1 year of Experience

• Professional, well-developed writing and interpersonal skills for interacting with credit union staff, members, and outside business partners.
• Ability to work independently, react quickly, and solve problems, utilizing the available resources.
• Self-disciplined, detail-oriented, and can effectively manage time and prioritize multiple tasks
• Experience having difficult/sensitive conversations with members and internal employees
• The ability to exhibit empathy and professionalism under stressful circumstances.
• Experience in Customer Service or Card Servicing (Credit/Debit) platforms
• Experience relevant to fraud investigation or financial analysis
• Judgment to solve day-to-day problems, but usually within established guidelines using a member service approach.
• Basic mathematical skills (Addition, Subtraction, Multiplication, and Division).
• The ability to operate a variety of office equipment (10-key, personal computer, Microsoft Office).

Qualifications: BA in Business Administration with 2 years of Experience

• Experience in compliance in the EU, from crypto, fintech, or the financial industry
• Experience in applying for and operating with an e-money license or a similar construct
• Understanding of local and EU-level regulations and KYC practices
• Able to deal effectively with complex issues and manage conflicts
• Ability to work independently and to manage/be a part of the team
• Excellent communication and presentation skills
• Highly organized, detail-oriented, and strong accuracy when working with documents
• Solid relationship building and networking/influencing skills
• Demonstrated ability and confidence to challenge business, escalate issues, and press for change.
• GDPR/data protection officer experience
• Ability to deal with problems involving several concrete variables in standardized situations.
• MS Word and Excel proficiency, Outlook, and PowerPoint

Qualifications: BA in Accounting with 5 years of Experience

• Strong understanding of internal audit standards and COSO
• Excellent written and verbal communication skills
• Experience working in the internal audit or forensic advisory fields
• Strong problem-solving, analytical thinking, and reporting skills
• Must be heavily detail-oriented
• Good interviewing and interrogation skills, along with the capability of drafting reports
• Honest and ethical with high standards of integrity and able to maintain high levels of confidentiality
• Professional certifications such as CFE (Certified Fraud Examiner)
• Experience working with LOGO
• Professional certifications such as CIA (Certified Internal Auditor), CPA (Certified Public Accountant), or CRMA (Certification in Risk Management Assurance)
• Advanced knowledge of MS Excel

Qualifications: BA in Finance with 3 years of Experience

• Experience of working within a fraud prevention/detection/investigations team environment
• Excellent verbal communicator, with an ability to articulate complex, sensitive, and confidential information to staff, clients, and other stakeholders
• Excellent written communication skills, with an ability to construct high-quality reports that may be presented to varying degrees of audiences
• Strong ability to organise a varied workload, plan and manage own workloads and calendar, ensuring high-quality client service is at the forefront of priorities
• An ability to work unsupervised, use initiative, and strive to exceed the client’s expectations
• Willing to assist in the direction, supervision, and mentoring of junior staff as required on an individual assignment or regular basis
• Strong understanding and proven ability in fraud and bribery legislation
• Proficient in the use of IT and office software packages, operating in a paperless working environment
• Excellent team player, with an ability to adapt and be flexible as to the demands of the role and client needs
• Ability to build relationships and rapport with colleagues, clients, and stakeholders

Qualifications: BA in Forensic Accounting with 2 years of Experience