Analyst - Fraud Detection

Summary

Join GoDaddy as a Fraud Detection Analyst and become an integral part of a team dedicated to providing exceptional payment experiences while mitigating fraud-related losses. You will review orders, make fraud decisions, and interact with customers via phone, chat, and email. Your work will directly impact the company's financial health and ensure customers are quickly cleared. This is a remote position with occasional office visits. The department operates 24/7. You will utilize your skills to make quick and accurate decisions on order validity and conduct thorough research to validate those decisions. You will also assist internal customers via chat.

Requirements

• 1+ years experience in a call center/customer support environment
• 1+ years fraud detection or banking experience
• Experience working in a metric/queue environment
• Candidates must be skilled in performing intermediate to advanced web-based searches
• Candidates should be able to quickly absorb information from web-based searches and apply that information in their decision-making

Responsibilities

• Decision orders presented through a review queue utilizing given information and available research to resolve whether the order is valid, fraud, or needs more information/investigation. Each order is different, yet a decision on how to proceed needs to be made quickly and accurately
• Conduct research as appropriate to help validate a fraud/valid decision
• Represent the department professionally at every turn. Team members are experts in Fraud and are encouraged to conduct themselves expertly at all times
• Make outbound calls to customers to resolve if fraudulent payment activity is present
• Receive inbound calls from customers or our Care team either validating or confirming fraud on the purchase
• Review JIRA (email) tickets to resolve fraud investigations, assist customers with fraud-related scenarios, and accurately route customers as needed. Part of this review consists of reviewing documentation for validity, including identifying fake or altered (fraudulent) documents
• Assist internal customers via chat in resolving fraud and locked-account scenario
• Perform other work-related duties as assigned

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Other family-friendly benefits including parental leave