Job Description / Skills Required
The GoPro Ecommerce Team is seeking a highly motivated Fraud Analyst to manually review transactions that are suspect for fraudulent purchases on GoPro.com. The Fraud Analyst will be responsible for analyzing suspected fraudulent transactions, reporting unauthorized credit card use, determining if transactions are fraudulent, and deciding if appropriate fraud rules and processes are in place. The Fraud Analyst will work within the Ecommerce group and collaborate with other teams including IT, Customer Service, Finance, and a number of external partners.
The role represents a terrific opportunity to join a highly motivated, fast growing team, which offers outstanding performers dynamic opportunities for advancement. This role will report to our GoPro team in San Mateo, CA.
What You Will Do
Focus on providing GoPro’s customers the highest level of customer service possible.
Manually review transactions in a manual review queue for fraudulent behavior and identify trends.
Review incoming chargebacks and create responses for the dispute process as warranted.
Work closely with internal and external partners to monitor and manage fraud incidents.
Partner with Brand Protection, Customer Support and Operations Teams on investigations.
Partner with Operations team to address payments and returns issues.
Prepare reports to ensure fraud metrics are within SLAs.
Skills We’re Stoked About
1+ years of relevant experience in Ecommerce fraud detection and prevention in high-volume, high-dollar-value and multi-currency environment.
1+ years of relevant experience in chargeback processing and review.
Effective verbal and written communication skills and the ability to interact professionally with a diverse group and support staff.
Ability to work evening and weekend shifts. Some work during holidays may be required.
Confidence in making instinctual decisions with little or no supervision.
Ability to work in a fast-paced environment and respond quickly.
Commitment to meet deadlines.
Proficiency in the English language; must read, write, and speak fluently.
Strong written and presentation skills.
Strong attention to detail and customer focus.
Strong teamwork and communication skills.
Strong analytical and problem-solving skills.
Proficiency with the Internet and Microsoft Office applications (Excel, Word, and Power Point).
Experience with the following highly desirable:
CyberSource Decision Manager