November 21, 2024

Ria

Santiago

OTHER

Fraud Analyst

Ria’s mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.
The Online Risk Fraud & Payments team has responsibility across Fraud Strategy, KYC & Customer Verification, Fraud Operations, Payment Strategy, Bank Relationships, and Payment Operations. This position requires a person who can roll up their sleeves and make things happen, has strong “Card not present” (CNP) and ACH risk experience in e Commerce / e Commerce environments, and / or has a successful track record in the Digital Payments and/or Online Financial Services environments (web, mobile) with a focus on excellent customer service skills while taking incoming customer calls. This role is the first point of contact for all inbound customer contact (phone or email) in the Digital Fraud Department and is focused on ensuring that every customer is treated with respect, integrity, and professionalism. Relies on instructions and pre-established guidelines to perform the functions of the job.

Analyze and decision transactions based on risk rules. Identify valid or fraudulent transactions.
Must possess a high level of customer service with internal and external customers which includes answering incoming calls.
High emphasis on answering inbound calls and assisting customers with their questions regarding their online transactions. This includes why a transaction was canceled, when funds will be returned, determining if customer was involved in a scam, etc.
Provide feedback regularly on the effectiveness and soundness of policies and procedures of the department to their supervisor.
Call or request documentation via email to verify customers identity.
Collect, review, analyze and solve moderately complex operational, systems-related, payments and/or customer issues.
May analyze fraudulent account behavior/transactions to determine root cause of losses and perform analysis on customer account to identify potential fraudulent rings and report this to the strategies/analytics teams for further review.
Assist in developing and implementing policies, procedures, and training materials.
Work closely with Accounting, Compliance, Collections and Customer Service on fraud and payment related issues.
Assist customer service representatives with questions or issues regarding potentially fraudulent orders and payment issues.
Utilize various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, financial data, third party data providers and online methods. Perform other duties as assigned.

Associate’s degree required (Bachelor’s a plus) or comparable work-related experience.
Degree in Criminal Justice field is a plus as is a strong desire to build a career in the fraud industry.
Previous e-commerce fraud prevention, investigation or retail fraud prevention experience is a plus.
Must have the ability to handle incoming customer calls in a timely manner.
Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, and Outlook
Knowledge on Zendesk and Cisco Telephony is a plus.

Benefits: Our package includes Competitive salary, 1 month of Aguinaldo (Christmas bonus),15 days’ vacation, Life insurance, Food vouchers and Work-life Balance.
Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Your Place at Ria

You’ll grow alongside a multicultural team where diversity is not just a fancy term we throw around. We started out as a small immigrant-made business with one simple mission: to help people like us stay connected to their loved ones around the world. Although we’re now a global fintech with offices all over the world, we’ve stayed true to our roots.

We are down-to-earth people who are from everywhere and comfortable just about anywhere. Together, we believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. This idea of helping to open ways for a better everyday life is what drives us to continue doing our best each day.

The Ria DNA is made up of four main pillars: humility, openness, transparency, and drive . This powerful combination allows us to do right by our customers and colleagues. We are people serving people and we never, ever forget that.