Fraud and Investigation Officer

1 week ago

Alexandria, Australia A2B Australia Full time

**The Role**:
The Fraud and Investigation Officer is dedicated to protecting our customers across the a2b businesses. You will be responsible for identifying, investigating, responding to and ultimately preventing fraud while ensuring a secure and seamless experience for our customers and merchant partners. Our team is growing quickly and you will have the opportunity to make a significant impact in helping build and set the direction of the team.
- You are passionate about this role because you care about user trust and safety, have a keen interest in preventing product and service misuse and desire to make a positive impact in the community and ecosystem of our clients and partners.**Roles and Responsibilities**:

- Conduct in-depth user activity investigations through analysis of disparate sources of data (customer support tickets, trip activity, network/operator analysis etc.) in response to internal and external escalations
- Respond to and resolve fraud and account security-related incidents in a timely manner
- Communicate with customers to effectively resolve their issues and gain an understanding of the fraud vectors
- Collaborate on requests from third parties (banks, law enforcement, etc.) regarding fraud investigations
- Formulate, implement and document case notes in order to produce rules & policies that help the company effectively fight product abuse and fraud
- Extrapolate lessons learned from fraud investigations & suggest new data sources that would help in fraud detection
- Ensure operational efficiencies and quality metrics are met
- Maintain or exceed established service level agreement and guidelines for timely resolution of issues
- Collaborate with the wider a2b business on improving processes to prevent and respond to fraud
- Deliver productivity and other success metrics aligned to the role

**Qualifications**:

- Bachelor’s degree desirable
- Minimum 2+ years' experience in a Risk, Trust and Safety, Fraud, or advanced Customer Support team handling incident investigations OR other relevant investigations experience role
- Ability to think on the feet and maintain composure in difficult and complex situations
- Ability to work in a team environment and collaborate with cross functional teams
- Prior experience with CRM tools, Office 365 suite preferred

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