Fraud Operations Specialist

Prefered skills

Operations, Cyber-security, Fraud Investigations, Fraud Prevention, Customer Support, Card-Not-Present Fraud Prevention

Job description

We are looking for a Fraud Operations Specialist  to join our growing Operations Team! Our small but dynamic Operations Team is looking for a highly skilled and analytical individual who is able to make crucial data-driven enhancements to our fraud management processes.

As our Fraud Operations Specialist, you will be responsible for ensuring that we have appropriate and effective detective and preventive fraud measures in place to reduce/block fraud occurring on our platform and enable revenue growth through the reduction of payment friction. 

Our ideal candidate is passionate about fighting fraud, solving complex problems and analysing and interrogating large data sets to help recommend, develop and implement new strategies, while also being able to collaborate with the development teams, and contribute to the larger operations and support teams.

Key responsibilities will include:
Fraud Prevention and Detection

• Reducing the risk of fraudulent activity/payments occurring on the SnapScan platform by:
• Reviewing and investigating daily monitored payments to ensure appropriate decisions are made on fraudulent transactions before transaction settlement.
• Investigating and actioning all real-time critical fraud and limit notifications.

Revenue Enablement

• Providing customer support to SnapScan Merchants and Users with payment and card limit queries to enable them to complete transactions on the SnapScan platform.
• Overseeing the chargeback process by investigating payment disputes and providing our acquirer with detailed reports to reduce revenue loss for SnapScan.
• Liaising with the acquiring chargeback team on trends or concerns within the chargeback process to ensure collaboration and process refinement to ensure favourable outcomes for SnapScan in the chargeback process.

Fraud System Development and Improvement

• Investigating, strategising and executing comprehensive fraud prevention and detection processes in alignment to Operations and company objectives to ensure the reduction of revenue loss and the reduction of payment friction across all SnapScan payment methods.
• Collaborating with the Operations Manager and development teams on the design of automation requirements of the fraud management system to ensure greater effectiveness and efficiency.
• Enhancing and progressing SnapScans fraud management processes and ensuring proactive development of the processes as the business product offering grows and prioritising scalability.

Fraud and Reporting Analytics

• Producing analytics and reports on the overall performance of the fraud management system to provide clear trend/issue identification to optimise decision-making and problem resolution.

Operations Projects & Assistance/Support

• Collaborating and partnering with the Operations Team to co-create and implement project plans and initiatives to execute the Operations Team strategy.
• Collaborating with the Payment Specialist in reconciling all payment methods daily to ensure that all payments are allocated to the correct location to ensure refund requests and merchant settlement queries are reduced when required.
• Collaborating with the Operations, Compliance and Customer Experience Teams on the management of customer queries over the weekend  ensuring that customers receive excellent customer service and that their queries are resolved.

This job may be for you if:

• You have a strong understanding of payment fraud - fraudulent user/merchant behaviours and patterns and the associated risks
• You have knowledge of the Payment Card Industry (PCI) Data Security Standards (DSS) regulations
• You are a team player. You reach out to peers and cooperate with others to establish collaborative working relationships. You understand that flying solo is a limiting and isolating choice and know that making your team look good works far better than creating a one-man/one-woman show
• You are passionate about fighting fraud and keeping up to date with the latest fraud trends
• You have excellent communication skills (verbal and written) that enable clarity at all levels
• You are comfortable in engaging with other teams and senior stakeholders across the business to resolve operational queries
• You are collaborative and responsive while able to work independently and with minimal supervision
• You have the ability to understand complex problems and identify potential solutions
• You have a strong sense of ownership and accountability.
• You enjoy problem solving. You can solve problems by analysing situations and applying critical thinking to resolve problems. You can decide on courses of action and implement the solutions developed to overcome problems and constraints
• You have high attention to detail and can easily spot anomalies
• You are agile and flexible in your approach and can switch between tasks easily
• You are relentless in your pursuit for operational excellence and providing exceptional customer service
• You have the ability to balance occasionally conflicting interests on behalf of customers, the business or product (e.g managing risk without limiting growth) 
• You are willing and able to work remotely (we have a hybrid work model), as well as be available after hours and on weekends on a rotational basis (every 7th weekend)
• Basically, you will blow us away with your work ethic, your passion, your integrity, your attitude and your energy!

You are our ideal candidate if you have:

• 2+ years of experience in a fraud-related role within FinTech, Banking, Financial Services or Fraud Investigation, Prevention & Detection environment
• In-depth understanding of payment processing in a FinTech environment
• Experience working with payments
• Experience in analysing and interrogating large data sets to help recommend, develop and implement new strategies
• Experience with BI technologies and analytical tools (e.g. Tableau, PowerBI, Looker, SQL) 

• Bonus points for:
• Knowledge of card scheme payment dispute/chargeback processes and regulations
• Knowledge of card-not-present fraud
• Deep understanding of 3D secure processing
• Experience with Agile-friendly collaborative tools such as Jira, Slack, Miro

The benefits of joining our team:

• A competitive salary
• 30 days of annual leave
• A medical aid contribution/fringe benefit of up to R2 000 per month
• An Apple MacBook and necessary gear
• A trendy office space (when in office)
• Discretionary annual bonus
• Lots of opportunities to learn
• Flexible office/remote working - you get to choose whether you want to work remotely or from the office, depending on the importance of critical meetings
• Paid undercover parking (when working from the office)
• Mental health days
• The opportunity to be part of a great team and culture!