Analyst, MNR

About the Role

The successful candidate will primarily focus on driving business results through the review of all transactions to determine business loss. The person will highlight anomalies and work towards the betterment of customer experience overall. This role involves receiving inbound calls and making outbound calls in addition to investigation steps, to ensure all checkpoints are carried out for the best result.

Key Responsibilities

• Think strategically by clearly anticipating future trends and consequences.
• Push self and others to exceed goals and achieve breakthrough results.
• Recognize key actions necessary to achieve results, establish and communicate priorities to supervisor, demonstrate persistence in removing barriers to achieving results, and encourage others to do the same.
• Listen to customers' concerns, issues, and questions.
• Resolve customers' concerns and answer customers' questions to your best ability.
• Maintain a positive attitude and calmly respond to customers' complaints.
• Handle and gather confidential information.
• Identify false declines and action accordingly.
• Identify anomalies, system issues, errors, fraud trends on the platform and escalate/raise slack tickets.
• Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks and cancel them from further processing.
• Ensure confidentiality of all information collected during investigation.
• Develop business strategies and process improvements.

Requirements & Tech Stack

• Willing to work in night shifts.
• Basic skills of MS Office.
• Slack tickets (for escalation).

Qualifications

• A graduate in any field.
• Experience in Fraud Investigation, Customer Service Field, Call Center, or Collections.
• Strong interpersonal skills.
• Strong verbal communicator.
• Ability to Multi-Task and work in a fast-paced, call center environment.
• Confident with Phone Inquiries.
• Great Problem-solving aptitude.
• Attention to Detail and Excellent Quality.
• Demonstrate strong skills of communication and analysis.
• A team player able to work in different scenarios, shifts, and contribute to the team.