_{18th December, 2024}

The Role:

The Investigation and Resolution Officer is dedicated to protecting our customers across the a2b businesses. You will be responsible for identifying, , assessing, responding to, and ultimately preventing fraud through our developing fraud control framework, while ensuring a secure and seamless experience for our customers and merchant partners.

Our team is growing quickly, and you will have the opportunity to make a significant impact in helping build and set the direction of the team. You are enthusiastic about this role because you care about user trust and safety, and have a keen interest in assessments and resolving disputes while preventing product and service misuse, with a desire to make a positive impact in the community and ecosystem of our clients and partners.

Roles and Responsibilities:

• Conduct in-depth user activity assessments through analysis of disparate sources of data (customer support tickets, trip activity, network/operator analysis, etc.) in response to internal and external escalations
• Respond to and resolve disputes and fraud and account security-related incidents in a timely manner
• Communicate with customers to effectively understand and resolve their issues and gain insights into the fraud framework
• Collaborate on requests from third parties (banks, law enforcement, etc.) regarding disputes and fraud investigations
• Formulate, implement and document case notes in order to produce rules and policies that help the company effectively fight product abuse and fraud
• Extrapolate lessons learned and insights from compliance and dispute activities and fraud investigations and suggest new data sources that would help in fraud detection
• Ensure operational efficiencies and quality metrics are met
• Maintain or exceed established service level agreement and guidelines for timely resolution of issues
• Collaborate with the wider a2b business on improving processes to prevent and respond to fraud
• Deliver productivity and other success metrics aligned to the role

Qualifications:

• Bachelor’s degree desirable
• Experience in a Compliance, Risk, Trust and Safety, Fraud, or advanced Customer Support team handling disputes, incident investigations, OR other relevant disputes and investigations experience role
• Exceptional business communication skills - over the phone, email, and in-person
• Ability to think on the feet and maintain composure in difficult and complex situations
• Ability to work in a team environment and collaborate with cross-functional teams
• Prior experience with CRM tools, Office 365 suite preferred.

Please note that our office will be closed until the 6th of January. We will review applications and respond to candidates promptly after this date.