Support Analyst, Fraud - 29558

Job Description

Description

• Minimize losses resulting from fraudulent transactions by deciding the fraud risk associated with bookings identified by the business rules derived from previous fraud cases, industry contacts and intelligence;
• Support the development and maintain the business rules used in the assessment of individual bookings through analysis of past bookings, chargeback analysis, intelligence from financial institutions, police and other merchants;
• Record and perform analysis of suspicious transactions from various incoming sources, and ensure their timely handling as per established priorities;
• Establish and communicate internal processes and procedures to key intra and inter-departmental customers;
• Develop, train, coach and provide support to other groups while maintaining quality assurance and offering expertise with operational decisions;
• Identify and make recommendations on the evolving fraud prevention business needs of Air Canada to both internal and external vendors.  Provide a support role to the latter during the implementation of new products and services;
• Perform manual fraud review in order to detect fraudulent transactions, using Fraud Detection Tools;
• Make decision based on an active monitor of our automated fraud screening application;
• Review queued transactions and independently determine if the reviewed transactions are fraudulent or legitimate;
• Independently resolve problems that require in depth investigation and/or research;
• Analyzes transaction data activity to detect potentially fraudulent activity and assess level of risk of a loss and provide recommendation to improve fraud detection and prevention; 
• Conducts cross references analysis to identify transactions and accounts to known fraudulent activity;
• Works effectively with peers and leadership by sharing ideas and knowledge about detection and dispute trends and information;
• Performs other disputes-related projects and tasks as needed;
• Effectively manages all incoming communication and phone calls with our customer’s relation, banks, vendors, and internal teams via multiple channels;
• Support and participate in projects and strategy meetings representing the department.

Qualifications

• Proficiency in Microsoft Office suite specially Excel 
• Fraud prevention, internal audits or investigations experience is a strong asset
• Strong ticketing knowledge in Altea is a strong asset
• NRD experience is a strong asset
• Excellent knowledge of company products and policies      
• Excellent knowledge of our Digital platform
• Ability to work well with minimal supervision
• Highly flexible and adaptable
• Good problem solving and conflict resolution skills
• Motivated and enthusiastic team player
• Positive and Proactive
• Satisfactory personal record and work performance
• Ability to maintain confidentiality is a requirement
• Must work well in a collaborative team environment
• Able to work under pressure
• Familiar with telecom environment (terminology, technical, and commercial)
• Excellent interpersonal, communication, organizational skills and a team player
• Solid analytical skills
• Self-starter, energetic with a strong sense of initiative and creativity
• Hours:  Must be available to work overnight shifts as this is a 24/7 work environment including weekends and holidays. Do note that the shifts may be subject to change.

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.