The Fraud Investigator will provide critical support to the Loss Prevention team at Conn's. The successful candidate will quickly develop an understanding of the Company, its organizational structure, and its key businesses in order to effectively perform Fraud Investigations duties. The core responsibilities of the Fraud Investigator will be largely focused around protecting Conn's from various forms of risk and fraud by reviewing transactions and accounts. Fraud Investigator will also work closely with Client Services, Chargebacks, Disputes, and New Accounts teams, as well as Compliance officers and all other internal teams to mitigate risk.
To process and Investigate all fraud in such a way as to contribute the best possible results and maximize recovery while minimizing the losses for the Company. To handle all four aspects of fraudulent situations, including Detection, Prevention, Education and Prosecution.
To ensure that all credit account changes and/or impacting transactions, for any given account are processed completely and accurately so that the outstanding balances and delinquent percentages reflect an accurate number.
To provide a conduit through which customers disputes regarding Conn's Credit accounts, credit card, check application fraud are quickly resolved in a manner that builds customer satisfaction and positive customer relations.
Handle e-mail, phone, call center inquires
Enter any new fraud information into Conn's fraud database on a daily basis
Process all fraud cases with all ne the needed information
Provide fraud packet, via email, fax, or mail to all applicable parties
Follow up with consumer to obtain the forgery packet, obtain sales associate statement
Follow-up on each file to ensure all applicable documents are accounted for and all possible leads followed
Forward all applicable case paperwork to law enforcement
Submit class code changes on each claimed, suspected, validated or reactivated fraud account
Prepare all files with appropriate paperwork for close out monthly
Must adhere to Section 5.4 Mandatory Charge-Off Policy
Work closely with internal functions including Disputes, Recoveries, Customer Service, and Compliance
Effectively communicate with appropriate authorities to resolve fraud concerns
Maintain a high level of customer service while addressing customer, law enforcement, merchant, and bank requests via phone and email
Work closely with the Director of Loss Prevention, assist in any investigations needed
1-2 years of experience in risk management, fraud investigation, customer service or chargebacks
High school degree or equivalent. Bachelor's degree a plus.
Knowledge of card processing, payment fraud detection or fraud management a plus
Strong written and verbal communication skills, typing ability, and professional telephone manner
Must be detailed oriented and able to think analytically
Ability to understand multiple systems and processes
Ability to work independently with little supervision
Detail oriented with excellent research, organizational, and problem-solving skills