This role is critical to the financial services operations and account management function at Paciolan. It focuses on fraud detection and prevention within a customer service and transaction monitoring environment. The ideal candidate will have relevant experience, strong analytical and decision-making skills, and a background in handling chargebacks or fraud analysis. The position requires excellent communication, proficiency in Microsoft Office tools, and the ability to work independently while managing multiple priorities in a fast-paced setting.

Qualifications:

• Customer Service experience with demonstrated ability to develop effective working relationships
• Analytical mindset and ability to make effective decisions under time and information constraints
• Strong research, critical thinking, and problem-solving skills
• Prior experience in chargebacks, fraud review or analysis a plus
• Advanced written and verbal communication skills with the ability to lead and work collaboratively
• Proficient in Windows environment with strong Excel, Word, Outlook and Internet skills
• Must be accurate and efficient with ability to meet deadlines, work with limited direction and manage multiple priorities
• 6+ year of related experience

Job Functions:

• Monitor ticket transactions for fraud, utilizing historical and current data
• Research credit card inquiries and disputes to identify trends and process improvements.
• Handle all aspects of the dispute process in compliance with Visa, MasterCard, Discover and American Express rules and regulations.
• Initiate and respond to customer and client inquiries as part of investigative research.
• Compile and analyze internal and external data to identify at-risk transactions, accounts, and devices.
• Maintain accurate workflow of all unresolved order reviews.
• Continuously improve the methods used to proactively identify suspicious accounts and transactions.
• Collaborate with internal departments to communicate the results of research and the impact of fraud prevention, assist as needed in development of corrective measures to reduce fraud losses
• Maintain and continuously improve knowledge of current risk factors and fraud trends via ongoing training, industry collaboration, and professional development
• Other duties and responsibilities as assigned

Nonessential Job Functions:

• Other duties and responsibilities as assigned

Intellectual/Social, Physical Demands and Work Environment:

• The intellectual/social, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Intellectual/Social demands:

• While performing the essential functions of this job, the employee is continuously asked to multi-task under time limits.  Position requires constant attention to precise details and accuracy of specified standards including: following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time.  This position also requires constant use of interpersonal skills including: ability to direct/motivate/inform staff and foster collaboration, being able to recognize and resolve conflicts, being able to openly communicate in writing and verbally with clients.

Physical demands:

• While performing the essential functions of the job, the employee constantly operates a computer and other office devices such telephones, copy machines, fax machines, etc; occasionally moves about inside the office to access storage areas, cabinets and office machinery; constantly communicates via telephone, email and in-person with others to exchange accurate information. Travel to annual fraud conference and local client offices.

Work environment:

• The duties of this position are usually performed indoors. The noise level in the work environment is usually moderate to loud during events and minimal during non-event times.

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.

Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.