Expedia is searching for qualified Fraud Analysts to help mitigate risk to the company.
Responsibilities:
• Monitors numerous real-time queues and analyzes high-risk transactions from specified points-of-sale within the business portfolio;
• Independently determines if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled;
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses;
• Contacts and effectively communicates with customers, banks, and suppliers via multiple channels (phone, email, fax);
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements;
• Maintains or exceeds established standards for customer service, and resolves minor issues with little or no supervision; escalates complex issues as necessary;
• Works effectively with peers and leadership by communicating fraud trends and sharing ideas and information in a constructive and positive manner;
• Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity;
• Executes standard SQL database queries to retrieve data and produce standardized reports.
• Analyzes acquired data and reports to identify new fraudulent activity;
• Assists in identification and escalation of bugs, fraud data/weight abnormalities and technical problems;
• Maintains or exceeds required performance standards;
• Performs special projects in a timely manner, as requested.
Qualifications:
Fluency in English, German and any other major European language
• Strong communication skills, self-motivation and results-oriented approach;
• Demonstrated customer service, organizational, and analytical skills;
• Confidence in making instinctual decisions with little or no supervision;
• Enjoys working in fast-paced and rapidly changing environment. Flexibility to adapt and able to manage multiple assignments while working independently;
• Abide strictly by the company data protection policies safe guarding confidential and personal information;
• Maintain professionalism at all times while on company premises and/or while representing Expedia, Inc.;
• Strong internet research, Microsoft Office, and overall PC skills; SQL experience a plus;
• Requires shift-work, including weekends, non-business hours and holidays;
• Successful completion of a company-prescribed background check.
Work Experience and Education Guidelines:
Bachelor’s degree preferred. Some customer service experience required; call center, airline or travel agency experience a plus; Previous risk analysis experience is preferred.
About Expedia, Inc.
Expedia, Inc. is the world’s leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.’s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit http://www.expediainc.com/ (NASDAQ: EXPE).
Apply here:
https://careers.peopleclick.com/careerscp/client_expedia/external/gateway.do?functionName=viewFromLink&jobPostId=57854&localeCode=en-us
