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Analyst - Fraud, Loss Prevention and Compliance

  • [Location]
    • Taguig City, National Capital Region (Manila)
  • 日程 Full time
  • 发表

描述

Major Duties and Responsibilities:

  • Complete daily transactions workload as assigned within the agreed service levels.
  • Ensure that productivity targets and service level requirements are achieved.
  • Ensure that potential losses are identified and avoided.
  • Identify suspicious account activity and/or cases that created loss exposure to the business unit.
  • Identify fraudulent customer/advisor behaviors and articulate findings to management.
  • Create, maintain and comply with the standard operating procedures.
  • Execute special projects and perform other duties assigned.
  • Process OnStar member subscriptions within agreed service levels including resolution of exceptions and other issues involving subscription renewals.
  • Investigate and process credit card chargeback cases.
  • Ensure confidentiality of all customer information (i.e. home address, phone number, credit card details, etc.).
  • Work closely with the Team Leader and Members in identifying people, process and technology issues.
  • Lead and participate in continuous improvement, quality improvement and operational excellence initiatives.
  • Support the GBS and GCCX initiatives on transformation and alignment activities.
  • Serve as a subject matter expert (SME) and as a back-up for all processes.
  • Proactively develop plans to avoid potential problems & take ownership of issues when they arise.
  • Investigate and resolve customer billing issues and escalation and credit card and electronic payment disputes.
  • Audit customer transactions to identify fraudulent activities committed either by an Advisor, an OnStar Member, or by the Dealership (dealer employee) such as unauthorized subscription enrollment, credit card information theft, and other similar risks.
  • Audit customer transactions to verify the validity of the adjustments, refunds made and also making sure that there is no revenue leakage.
  • Resolve customer issues (i.e. credit card charges disputes, account maintenance requests) within the scope of existing service level agreements.
  • Interact with customers and banks (if necessary) to validate information.
  • Identify and communicate new fraud scenarios, process gaps and/or process improvements as observed during ongoing execution of assigned responsibilities, to drive quality output, compliance, process efficiencies, standardization and savings.
  • Execute investigation plans, perform reviews and analyze all relevant information to support potential fraud cases. Obtain and analyze all evidences, conduct investigative research and present results to management.
  • Interacts with internal and external partners to recommend and perform appropriate actions required to mitigate losses and to provide a positive customer experience.

[Additional Description]

Qualifications:

  • Bachelor's degree holder preferably Business, Finance or related discipline
  • Strong knowledge of Microsoft Office tools, specifically Excel, Word, and Power Point.
  • Strong verbal and written communication skills, fluency in conversational English is an advantage
  • Fundamental understanding of credit card industry, regulatory and legal compliance, revenue management and call center processes
  • Has knowledge or background related to fraud, audit, business related investigations, revenue management, chargeback, working with US entities and individuals, cash accounting, and credit cards is an advantage
  • 2 - 4 years relevant experience on operations audit or fraud detection and investigation
  • Ability to understand, speak and write Portuguese or Spanish is a plus (requirement for bilingual analysts)

Non-Technical Skills & Competencies:

  • Possess a very high level of integrity - ability to work with highly confidential and sensitive information
  • Flexible to work on night-shift, mid/day shift opportunities are minimal
  • Flexible to work on holidays and weekends when required
  • Possess a positive attitude and is highly reliable
  • A team player and can comprehend department priorities and contribute towards organizational goals
  • Attention to detail and processing accuracy essential
  • Strong organizational and time management skills
  • Highly analytical and ability to understand and solve complex/difficult issues, ability to identify potential risks
  • Able to learn new things quickly, adapt to a diverse environment and to changing environment
  • Able to work in a competitive environment
  • Can confidently deal with ambiguity and learn on the fly
  • Possess a customer centric mindset

Important: Must be willing to work on mid to night shift.

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse Careers.Accommodations@GM.com ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.