I have experience in the fraud and chargeback department, working in a fast-paced environment that demands strong communication, organizational, and interpersonal skills. I have a proven ability to communicate effectively with clients from diverse backgrounds.
Assist with all client concerns in a professional manner through email, live chat, SMS, and social media.
Monitors programs and procedures to ensure on-time delivery and client satisfaction.
Provides feedback to the Order Fulfillment team to ensure all clients have accurate and timely information on order status and/or changes.
Maintain expert-level knowledge of products and internal management systems as well as awareness of new initiatives within the industry.
Acts as a resource in resolving clients issues brought to the Department by utilizing excellent process knowledge and strong skills in negotiating.
Review all orders utilizing fraud tools on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements.
Maintain or exceed minimum review volume expectations with minimal errors, complaints, fraud alerts and chargebacks
Review and analyze various notifications and escalations to identify fraudulent transactions
Provide timely and accurate responses to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification, etc.
Maintain accurate and thorough records of any and all restrictions placed or refunds processed
Work with fraud leadership to evaluate or develop tools and infrastructure to enhance the ability to detect fraudulent activity proactively