Inbound Call Fraud Analyst

Inbound Call Centre Fraud Analyst needed ASAP based in Milton Keynes

Position: Fraud Analyst

Salary: £9.12 per hour increase to £9.84 per hour after six months service

Hours: up to 40 hours per week, Monday - Friday and 1 weekend a month

Location: Milton Keynes

ROLE SUMMARY:
Investigates potential credit card fraud cases based on information received from the fraud detection system.
Analyses several aspects of account history, to include payment and transaction history.
Contacts customers and merchants to obtain additional information regarding fraudulent charges.
Maintains accurate and complete documentation of all information necessary for the investigation.
Achieves Key Performance Indicators (KPI'S) in line with Service Level Agreements including quality standards.
Estimated 75% of time taking Inbound Calls, 25% Low Risk Outbound Calls and Processing Queries

RESPONSIBILITIES

• Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues.

• Assists with the completion of the lost stolen report, such as block and transfer of compromised accounts to prevent further losses and fraudulent activity.
• Builds the credit card replacement orders and completes shipping materials.

• Begins to build knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts.

SKILLS / KNOWLEDGE, JOB COMPLEXITY & SUPERVISION

• Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

• Works on assignments that are routine to semi‐routine in nature, requiring limited decision outside of stated processes, but recognises the need for occasional deviation from accepted practice. Has little or no role in the decision‐making.

• Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.

ESSENTIAL

• PC, Keyboard Skills & System Navigation
• Experience of Working in a Customer Services Role. Interacting with Customers Face to Face or Via Telephone

DESIRABLE

• Experience of working in a Fraud/Risk Environment in a Financial Organisation
• Up-to-date Regulatory Knowledge
• Credit Card/ Financial Services Experience

PERSON SPECIFICATIONS

• Results Orientation
• Customer Focus
• Fostering Relationships
• Effective Communication - Written and Oral & Strong questioning, negotiating/probing skills
• Resilience and Motivation
• Attention to Detail and Quality Orientation
• Assimilate and Analyse Information

If you are interested please apply online!