Fraud/Claim with Online Purchases

SUMMARY:
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POSITION INFO:

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Fraud/Claims with Online Purchases:

Seeking a contractors to start immediately to handle Claims on Online purchases, be responsible for investigating customer refund claims, identifying fraudulent claims, and contacting customers who display unusually high claims rates. 

Requirements:

• 2-3 years of experience in fraud investigation 
• 5+ years in a customer service contact center environment
• Strong analytical, investigation and problem-solving skills
• Experience with fraud systems, refund protocols, tactics and best practices
• Excellent communication, collaboration, and interpersonal skills
• Able to have difficult conversations with customers

Responsibilities:

• Conduct investigations into customer refund claims to identify those that may be fraudulent
• Liaise with internal teams to manage and investigate refunds
• Analyze refund data and make decisions on customer classifications based on data provided
• Monitor and identify trends in refund claims at a customer level or store level
• Work with the organizations fraud system to ensure that refunds are processed according to established protocols and guidelines
• Contact customers who display high refund claims rates to determine the legitimacy of their claims
• Participate in training sessions on fraud prevention and process controls

Essential:

Must have worked in the Fraud Department if not must be the level of a 2ic

Matric

Must be able to work rotational shifts which include the weekend (40 hours per week)