The e-Commerce Risk and Fraud team is seeking a highly motivated Fraud Analyst to mitigate fraudulent purchases on all points of sale. The Fraud Analyst performs analysis of high-risk purchases/transactions, via real-time queues and after-the-fact reports, to identify unauthorized credit card use. Determine if transactions are fraudulent and should be canceled; are not fraudulent and should be processed; or, are unverifiable in which case the data must be analyzed and the transaction either canceled or processed. Manage numerous real-time queues and reports containing high-risk transactions from all points of sale world-wide.
The e-Commerce Risk and Fraud team is staffed 24 hours a day. Applicants must be flexible with their schedule, have the ability to work non-traditional shifts as well as on public holidays. We are currently hiring for 6AM shifts in Prague and with weekday given as week offs. If you have great customer service skills, an analytical mindset, and are passionate about saving the company's money, then this job might be for you!
What you'll do:
Monitors numerous real-time queues and analyzes high-risk transactions from specified points-of-sale within the business portfolio.
Independently determines if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled.
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses.
Contacts and effectively communicates with customers, banks, and suppliers via multiple channels (phone, email, fax).
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements.
Maintains or exceeds established standards for customer service, and resolves minor issues with little or no supervision; escalates complex issues as necessary.
Works effectively with peers and leadership by communicating fraud trends and sharing ideas and information in a constructive and positive manner.
May conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May execute standard SQL database queries to retrieve data and produce standardized reports.
May analyze or assist with analysis of acquired data and reports to identify new fraudulent activity.
May assist in identification and escalation of bugs, fraud data/weight abnormalities and technical problems.
May assist with or perform special projects in a timely manner, as requested
Maintains or exceeds required performance standards.
Who you are:
Strong communication skills, self-motivation and results-oriented approach.
Demonstrated customer service, organizational, and analytical skills.
Confidence in making instinctual decisions with little or no supervision.
Enjoys working in fast-paced and rapidly changing environment.
Flexibility to adapt and able to manage multiple assignments while working independently.
Abide strictly by the company data protection policies safe guarding confidential and personal information.
Maintain professionalism at all times while working and/or while representing Expedia, Inc.
Strong internet research, Microsoft Office, and overall PC skills. SQL experience a plus.
Requires shift-work, including weekends, non-business hours and holidays.
May require more than 8 hours per day/40 hours per week. May be requested to work on non-scheduled days.
Successful completion of a company-prescribed background check.
Bachelor's degree preferred.
Experience: 1+ years customer service experience required; call center, airline or travel agency experience a plus.
Previous risk analysis experience is preferred.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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