Job Description

We are looking for a passionate and curious Fraud Specialist to join our team. As a Fraud Specialist you will be identifying and reviewing suspicious activity that has been flagged by internal tooling or through customer escalations. You will use investigation and analytical skills to take appropriate action and escalate emerging trends. 

You Will: 

• Review and action accounts in accordance with company policies and procedures.

• Investigate, monitor and escalate potential high risk and/or fraudulent activity related to customers’ accounts or transactional activity.

• Manage and respond to incoming claims in customer-impacting queues, in compliance with operational and regulatory obligations.

• Demonstrate strong attention to detail to ensure each case is clearly and accurately documented for future reference.

• Efficiently manage multiple issues at a time and maintain case closure Service Level Agreements within specified time frames to minimize revenue losses.

• Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls.

• Drives for Results by maintaining and meeting KPIs in productivity and quality assurance

• Maintains accountability and awareness of key process changes, system changes, organization, governance structures and their broader impacts

• Account Access, Identity, and Controls (AIC) 

  • Review customer accounts to look for risk indicators and take appropriate action to mitigate loss, minimize risk and exposure, while protecting the Cash App ecosystem according to company policies.

• Utilize internal tools and account data to confidently decision cases with little to no customer information or input provided

• Detect and Surface new patterns, trends, red flags, or risky behaviors to BIT and Data Science for machine learning model creation and maintenance.

• Surface and escalate Terms of Service violations, abuse, coercion, illegal activity, and exploitation appropriately to partner teams.

Qualifications

You have: 

• Experience:

  • Required: Minimum 1 - 2 years of experience in a fraud or prevention role 

  • Preferred: Minimum 1 - 2 years experience in the financial tech industry

• Internal Experience: 

  • Required: Minimum 1 - 2 years experience at Cash App  

  • Preferred: Minimum 1 - 2 years experience in the financial services industry  

• Skill Set & Knowledgebase:

  • Moderate knowledge of banking policies, procedures and governmental regulations

  • Must possess basic knowledge of a core banking system as well as the bank policies and procedures related to laws and regulations.

  • Background in making data driven decisions and managing cases in a Customer Relationship Management (CRM) tool. 

  • Ability to utilize internal tooling for account based reviews. 

  • Understanding of transaction monitoring and risk related behaviors through customer transactions.