We're seeking an analytical, detail-oriented, and proactive
Digital Services Fraud Analyst to help safeguard member accounts, reduce fraud losses, and strengthen our fraud prevention efforts.
In this role, you'll serve as a subject matter expert in fraud prevention and dispute resolution, conducting investigations, identifying emerging fraud trends, and implementing strategies to mitigate risk. You'll partner with internal teams, industry resources, and leadership to enhance fraud controls while delivering exceptional service to members impacted by fraudulent activity.
The ideal candidate is highly analytical, thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about protecting members and the organization from financial risk.
What You'll DoInvestigate & Prevent Fraud- Conduct daily reviews and investigations of suspicious account and transaction activity.
- Analyze transaction data, fraud monitoring reports, and risk intelligence to identify emerging fraud trends and high-risk activity.
- Perform common point-of-compromise investigations and review fraud alerts from card networks and external sources.
- Implement proactive measures to reduce fraud losses and protect member accounts.
Manage Fraud Strategies & Controls- Develop, maintain, and optimize fraud detection rules and strategies.
- Monitor fraud rule effectiveness and adjust parameters as needed to balance fraud prevention, authorization rates, and member experience.
- Recommend enhancements to internal controls and fraud prevention processes.
Monitor Fraud & Dispute Operations- Oversee fraud and dispute claims to ensure proper documentation, timely processing, and regulatory compliance.
- Ensure chargebacks are submitted within required timelines and using appropriate condition codes.
- Conduct audits of fraud and dispute cases to verify all recovery efforts have been exhausted before closure.
- Report findings and recommendations to department leadership.
Analyze Performance & Trends- Prepare monthly reports and dashboards tracking fraud performance, loss trends, false positive ratios, and decline rates.
- Identify opportunities to improve operational efficiency and authorization performance.
- Present fraud trends and mitigation recommendations to leadership.
Support Members & Internal Partners- Serve as a primary point of contact for escalated fraud and dispute matters.
- Conduct member interviews and investigations while delivering exceptional service during sensitive situations.
- Provide guidance and support to staff on fraud-related matters and exception requests.
Drive Continuous Improvement- Stay current on fraud trends, payment network rules, regulatory requirements, and emerging threats.
- Participate in professional fraud prevention groups, webinars, and industry training opportunities.
- Contribute to the development and enhancement of fraud policies, procedures, and operational best practices.
- Collaborate with leadership to identify training opportunities and improve departmental effectiveness.
What You'll Bring- 5-7 years of fraud investigations, banking operations, card services, risk management, or related experience.
- Bachelor's degree or equivalent combination of education, specialized training, and relevant experience.
- Strong knowledge of Regulation E and applicable federal and state regulations related to fraud and disputes.
- Experience with Visa, Pulse, CO-OP, and payment network operating rules preferred.
- Strong analytical skills with the ability to identify trends, detect patterns, and mitigate fraud risks.
- Excellent verbal and written communication skills, including the ability to conduct interviews, prepare reports, and communicate effectively with members and stakeholders.
- Strong attention to detail and ability to manage multiple priorities while maintaining accuracy.
- Intermediate Microsoft Office skills, including Excel, Word, Outlook, and PowerPoint.
- Experience with Visa Risk Manager, Visa Data Manager, Visa DPS CATS, or similar fraud management platforms preferred.
- Ability to exercise sound judgment, maintain confidentiality, and make informed decisions regarding fraud prevention and dispute resolution.
Grade 11 PositionPay Range: $37.95 - $45.00 per hour
