About this role
Under the direct supervision of the Sr. Manager, Risk and Payments, the Fraud Analyst will focus on real-time fraud monitoring, investigations, dispute/chargeback support, client outreach, and reporting to protect cardholders and program funds. The role requires close collaboration with internal teams and external partners to ensure timely, accurate decisions and smooth processing flows. Monitor real-time transaction queues and decision incidents; investigate and resolve fraud alerts and reported cases. Engage with clients to validate transactional behavior, collect evidence, and determine the appropriate course of action. Perform dispute/chargeback intake and support; document findings and actions within established service-level agreements. Utilize analytic tools and datasets to detect, monitor, and mitigate emerging fraud threats; escalate trends and recommend rule/process changes. Develop and maintain clear documentation for fraud operations procedures, decisioning guidelines, and playbooks. Generate comprehensive reports to analyze performance, loss drivers, and rule effectiveness; synthesize insights for stakeholders. Assist in identifying process improvement opportunities and partner with Technology/Operations to implement enhancements. Provide training and education to internal teams on fraud patterns, prevention measures, and best practices. Provide backup support for the Risk & Payments team’s processes as needed (e.g., ACH/Wire/AML reviews). Process ACH returns end-to-end: review return and reason codes, research and reconcile returned items, and communicate outcomes to clients and internal teams. Provide collections support when needed: track delinquent accounts, conduct client outreach and recovery efforts, document repayment arrangements, and escalate accounts for write-off or third-party placement in line with policy. Use AI tools and machine learning models to triage alerts, summarize case evidence, and accelerate investigations; validate AI-generated output and provide feedback to tune models and reduce false positives. Identify manual, repetitive work across fraud, ACH processes and partner with internal teams to automate workflows, alerts, and reporting Contribute to achieving departmental and company-wide OKRs (Objectives and Key Results). Perform other duties as assigned.