Mission Omega

Compensation

Full Description

Job Title: Fraud Operations Analyst I Department: Mission Omega Operations Reports To: Fraud Operations Supervisor/Manager/Site Leader FLSA Status: Non-Exempt Location: Onsite/Hybrid in Monroe, NC (3 days onsite) Position Summary: The Fraud Operations Analyst I will be responsible for analyzing and resolving fraud cases and mitigating fraud. Will also oversee cases that range from Preventative alerts such as New Account risk review, Detection of transactional alerts such as monitoring Debit Card transactions or performing Resolution for a client that experienced fraud by processing a dispute. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ● Reviews and investigates customer cases, alerts, and reports for potential and actual loss. ● Minimizes fraud and organizational risk. Performs early detection of suspicious activity. Controls and prevents losses. ● Uses defined research procedures to identify and resolve issues. Identifies trends and escalates as appropriate. ● Follows standards and practices to mitigate fraud and other risk exposure and loss. ● May interact with customers by handling incoming calls or making outbound calls. ● Mitigate risks by handling account maintenance, closing and reissuing debit cards. ● Identify fraudulent charges, initiate, and resolve fraud claims. ● Utilize investigative techniques and interviewing skills. ● Identify and escalate high level issues and claims to management. ● May respond to inquiries from customers and business associates. ● Respond to ad hoc fraud issues as they arise ie. fraud compromises, data breaches ● Performs other related duties as assigned. Competencies: To perform the job successfully, an individual should demonstrate the following: Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures. Attention to Detail - Job requires being careful about detail and thorough in completing work tasks. Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values. Planning and Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner. Production- Able to balance the need for efficiency/ speed along with analysis/ judgment and accuracy. Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Safety & Security - Determines appropriate action beyond guidelines. Observes safety and security procedures. Reports potentially unsafe conditions. Uses equipment and materials properly. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Ability: ● Read, analyze, and interpret business, professional, technical, or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers, and the public. Mathematical Ability: ● Requires a great deal of analytical, mathematical, and critical thinking skills. Ability to obtain, process, and retain mathematical information for problem-solving. Reasoning Ability: ● Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills: Demonstrate proficiency in basic computer applications such as Microsoft Office software products. Be able to reference multiple systems based on needs identified by you to make quick and accurate decisions. Certificates and Licenses: Awareness or pursuit based on the analyst levels. Supervisory Responsibilities: None Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Dedicated workstations and cubicle space with the majority of paid time dedicated to digital research and computer applications. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, there are prolonged periods sitting at a desk and working on a computer. The employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to walk and stand. The employee must be able to occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Pay: $18.00 - $22.00 per hour Expected hours: 40 per week Benefits: • Health insurance Application Question(s): • How would you balance listening to a customer while navigating multiple screens? • What motivates you to maintain consistent attendance and performance? • Do you have experience with tasks or processes that require strong attention to detail? • Describe the last difficult decision you had to make. • When everything feels urgent, how do you prioritize your tasks? Work Location: Hybrid remote in Monroe, NC 28112