Applies defined procedures to independently investigate, analyze, and resolve queued fraud and financial risk issues.
Works with limited instructions on defined risk cases.
Makes outbound calls to customers to validate payments transactions.
Writes complete, succinct and accurate case notes.
Provides empathetic, accurate, and efficient resolutions to very complex and escalated customers.
Handles questions or escalations on suspected fraud from other business units.
Allowed discretion in waiving specific company policies such as pricing and timing.
Maintains or exceeds established standards for investigation procedures.
Works on special projects as needed
Takes feedback recommendations on process improvements, while also identifying areas where improvement is needed and contribute to make necessary changes.
Escalates infrequently and only for the most complex, unknown issues.
Works with team to share best practices and idea on fraud prevention techniques.
Experience in risk mitigation within the payments industry (2-4 years preferred) with the ability to identify the behaviors and signs of risky financial transactions or accounts.
Excellent research and investigative skills.
Proficient use of technology with exceptional internet research skills.
Ability to make independent and sound decisions and think on your feet in a dynamic environment.
Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions.
Ability to successfully manage time to meet tight deadlines.
A self-starter who works independently and resolves issues with minimal supervision.
Excellent interpersonal, written, and verbal communication skills.
Communicates (verbal and written) complex issues in ways that the customer easily understands and can successfully apply the solution.
Ability to manage multiple priorities in fast paced, high volume environment
Working knowledge of Microsoft Office suites (Word, Excel, PowerPoint)
Positive attitude and team player who demonstrates Intuit values.
Enjoys staying on top of breaking fraud schemes/ trends.
CFE certification is a plus!
Must be able to work overtime as well as Saturdays and some holidays.