Expedia is searching for a qualified Fraud Analyst II 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 escalated complex issues with little or no supervision or direction;
•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;
•Utilizing various internal database systems, proactively conducts analysis of transactional and customer records to identify new fraudulent activity;
•Modifies and executes standard SQL database queries to retrieve data and produce standardized reports. Analyzes acquired data and reports to identify new fraudulent activity;
•Effectively identifies strong fraud indicators through analysis for addition to our fraud systems;
•Assists in identification and escalation of bugs, fraud data/weight abnormalities and technical problems;
•Maintains or exceeds required performance standards;
•May represent Fraud Operations in cross-functional initiatives to proactively prevent fraud;
•May be required to support UAT initiatives for the Risk and Payment teams
•May be required to support business continuity emergencies, as requested by management
•Performs special projects in a timely manner, as requested
Qualifications:
•Requires strong communication skills. Ability to communicate effectively with peers as well as management
•Possesses strong analytical skills and demonstrates advanced judgment capability
•Demonstrates confidence in making instinctual decisions
•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.
•Demonstrated ability to successfully utilize web based people search tools, strong overall PC skills; Beginning SQL, Microsoft Office experience required; GDS experience a plus
•Requires shift-work, including weekends, non-business hours and holidays
•May require foreign-language fluency equivalent to a native speaker for International positions
•Successful completion of a company-prescribed background check
Work Experience and Education Guidelines:
•Customer service experience required: call center, airline or travel agency experience a plus
•Experience in fraud investigation/analysis/detection or related field; eCommerce experience preferred
Apply here:
https://careers.peopleclick.com/careerscp/client_expedia/external/gateway.do?functionName=viewFromLink&jobPostId=58243&localeCode=en-us
