About the Role
Title: Fraud Detection Analyst
Location: Romania
Job Description:
Location Details: Remote, Romania
At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days)?and some work entirely remotely.?
This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.
Join our team…
As a Fraud Detection Analyst, you are an integral part of a team whose mission is to help the company provide world-class payment experience to customers while mitigating the company’s fraud related losses. Fraud Detection Analysts review orders and make fraud decisions, interact with both internal and external customers via phone, chat, and email; and provide excellent and timely service to both reduce financial loss to the company and ensure good customers are cleared as quickly as possible.
** Please note that this department is 24/7 and has a performance (rank)-based shift bid program.
What you’ll get to do…
- Decision orders presented through a review queue utilizing given information and available research to determine whether the order is valid, fraud, or needs more information/investigation. Each order is different, yet a decision on how to proceed needs to be made quickly and accurately.
- Conduct research as appropriate to help validate a fraud/valid decision.
- Represent the department professionally at every turn. Team members are experts in Fraud and are expected to conduct themselves professionally at all times.
- Make outbound calls to customers to determine if fraudulent payment activity is present.
- Receive inbound calls from customers or our Care team either validating or confirming fraud on the purchase.
- Review JIRA (email) tickets to resolve fraud investigations, assist customers with fraud-related scenarios, and route customers properly as needed. Part of this review consists of reviewing documentation for validity, including identifying fake or altered (fraudulent) documents.
- Assist internal customers via chat in resolving fraud and locked-account scenarios.
- Candidates must be skilled in performing intermediate to advanced web-based searches. Candidates should be able to quickly absorb information from web-based searches and utilize that information in their decision-making.
- Perform other work-related duties as assigned.
Your experience should include…
- 1+ years experience in a call center/customer support environment
- 1+ years fraud detection or banking experience
- Experience working in a metric/queue environment