Fraud Analyst - 39 hours
Full-time, £21,000 - £22,000

About your role

We are recruiting for a Fraud Queue Agent to join our Profit Protection Team, where you will help protect our customers experience online by managing transactions within the Fraud Queue. You will review orders and data to make informed decision. This is a fast-paced role where tasks can change quickly therefore you should be comfortable multi-tasking. You will be speaking to our customers on the phone and should have excellent communication skills, both verbally and written.

The role will require you to be in the Handforth support Office twice a week and will be rota based.

Key responsibilities will include

• Monitoring live transactions as they pass into the Fraud Queue.
• Analyse any transactions that appear as high risk and either pass through for processing or escalate as appropriate.
• Escalate any system errors or technical issues to the Senior Fraud Manager in a timely manner.
• Compile evidential packages for more complex investigations.
• Contact customers who may have been a victim of fraud. In addition, discuss concerns with customers who may have been identified as high risk.
• Liaise with appropriate teams internally, highlighting areas of risk where appropriate.
• See all investigations through to conclusion; make recommendations to improve the process to the Senior Fraud Manager or wider team.
• Understand and keep up to date with industry trends.
• Develop relationships with all key stake holders across the business, primarily in Ecom Operations, Customer Services and the wider Profit Protection Team.

About You

You should be comfortable managing your own workload, working on projects that might change due to changing information and be comfortable multi-tasking. Excel is used on a regular basis (including multiple spreadsheets, Pivot tables, and V-Lookups) for this role, but don’t worry if you aren’t proficient in these, training will be provided.

You will be customer focussed, ensuring that your approach is customer led with a view of exceeding both customer and business expectations.

We do require flexibility for the role as we have split shift patterns, however you will receive your rota 12 weeks in advance, and you will get the weekend back in lieu.

Early Shift – 08.30 -17.00

Late Shift – 11.30-20.00

Weekend and bank holidays – 09.00-17.30

If you’d like to learn more about this role, press Apply Now, and in a few short steps we would have received your application. We can’t wait to discuss your new role with you!