Our HIT team enables and protects e-Commerce capabilities for all of Client’s consumer and business online services such as MS Store, XBOX, Office 365 and Azure. As our Human Intelligence team rapidly grows, you have an opportunity to work on products that impact everyone on the planet.

We are an energetic, fast paced and exciting team. We analyse, optimize and implement models for a diverse range of problems for entire customers’ online experience, ranging from customer purchase conversion to fraud anomaly detection and chargeback selection management.

The Fraud Operations Analyst core responsibility is to analyze data and evaluate global events flagged for review by established HIT risk strategies, with the purpose of identifying and mitigating fraud attacks on Client’s ecommerce businesses and customers. The classification and evaluation are performed using various validation tools, understanding and applying known patterns, and identifying new patterns to make quick decisions with a high rate of accuracy. The person in this role will contribute to the strategic development of the broader team through his or her insights and ad hoc investigations.

The Fraud Operations Analyst is expected to adhere to numerous platform-wide Key Performance Indicators (KPIs) to ensure decisions are made balancing factors such as risk tolerance and customer experience.

This role requires rotating shifts with possible weekend and public holiday work and strong English fluent speaking, written and reading skills.

 Key responsibilities 

• Handle sensitive customer data while adhering to strict security and privacy rules.
• Identify, analyze fraudulent transactions patterns, apply business knowledge and use of various validation tools to make accurate accept/reject decisions on client transactions.
• Increase the efficiency in our operations and identify proactively subsequent bad behaviours.
• Adhere to platform KPIs related to accuracy, decision time, and productivity.
• Propose preventative measures, process enhancements, and improved tool functionality.
• When required, develop documentation, coordinate and implement guidelines, train and help colleagues with new tools onboarding.

Behaviour and characteristics 

• Must have the highest regard for the privacy and security of the data our customers have entrusted to us and the promises Client has made to them.
• Ability to comfortably perform recurring tasks.
• Self-motivated and open-minded Exceptional team player with strong communication and interpersonal skills.
• Strong commitment to client obsession and client support.
• Adept at working with multiple stakeholders to drive desired outcomes.
• Meticulous, able to multi-task with an eye for detail with an analytical mindset.
• Must be resilient to stress and versatile enough to transition between competing tasks and priorities with high frequency.
• Insatiable curiosity to find the truth, with a desire to proactively uncover new fraud patterns.
• Willingness to raise awareness of patterns, including presentations.
• Obsession with making things right for customers.
• Proficient spoken English.
• Ability to speak proficiently in at least one non-English language.
• Ability to make decisions with speed and confidence.
• Desire to contribute to a world-class team on a world-class platform for a world-class company.
• Thrive in fast-paced and changing environments.
• Appetite for new ideas and developing automation solutions.

Experience and technical skills 

• Some year experience with e-commerce & card-not-present environments (or similar) or customer service / support environments (or similar).
• Some year experience analysing large amounts of data, working on reports and strong acumen for data.
• Some capabilities in Microsoft products, particularly Excel, is a plus.
• Knowledge and experience with analysis and fraud prevention is a plus.
• Experience with statistical analysis and application development are a plus.

People management 

The job holder has no people management responsibility. However, he/she is expected to consult, train and advise the colleagues in matters regarding work-related duties and performance for their function. Working closely with the current team is crucial to the success of this candidate.

Budget control 

The job holder has no budgetary responsibility.

Travel 

Travel will not be required.

If interested, please reach out to morella.pecson@pacteraedge.com for the next steps.

Pactera EDGE, a global digital and technology services company. We bring together data, intelligence and experiences to deliver human-centric solutions to complex business challenges.

Pactera EDGE are an equal opportunity employer and will not discriminate against any of our applicants on the grounds of race, gender, religion or any other reason