24 days ago
The Fraud Investigator is responsible for applying fact-finding methods to investigate potentially fraudulent activity, including the evaluation of transactions in Cable, Internet and Mobile Orders. The ideal candidate will seek to achieve the optimal balance between customer experience and fraud prevention through interaction with callers and maintain that balance as the business grows and fraud trends evolve. Responsible for performing research of data and, through interaction with callers, to assist in identifying cases of potential takeover, ID Theft, or abuse. Assignments are broad in nature and require the ability to make decisions and multi task.
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Leverage appropriate resources to support the identification and initiation of fraud or abuse investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
- Request additional caller documentation when required for investigation.
- Complete investigation/documentation and provides communication back to the caller.
- Bring resolution to fraudulent claims by employing tools that detect and disrupt fraud schemes.
- Evaluate, process, and document fraud, identity theft and customer validation claims.
- Exceed customer expectations by understanding their specific requirements and impact.
- Utilize defined metrics for tracking and reporting.
- Adapt procedures, processes, tools, equipment, and techniques to accomplish the requirements of the position.
- Assist team leader/managers with escalated calls, emails, and corporate escalations.
- Identify and present opportunities for improved operational procedures inside and outside the department to team leader and managers on an ongoing basis.
- Collect, research, and validate data against relevant guidelines.
Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.