Authorisation & fraud prevention analyst (24h/24h)

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Job description

The Authorisations & Fraud Prevention Analyst works in a 24/7 shift regime and focuses on following main objectives:
  • Analysing and processing of fraud referrals and contact customers when necessary to verify suspicious transactions on their Amex accounts / cards with the objective to prevent fraud and to timely block Amex accounts / cards to prevent additional fraud.
  • Timely communicate key information with regard to the methods, causes and patterns obtained from the analysis of the fraud referrals to the Manager and the Fraud & Disputes team with the aim to suggest improvements to the fraud detection and prevention rules.
  • Grant authorisation to merchants for processing specific transactions by performing correct credit analysis (mainly out of office hours – OOOH) and by correctly interpreting the client information, taking into account the Credit & Risk rules and parameters as stipulated by Amex.
  • Answering OOOH Customer Service calls for card members and merchants by replying to questions, handling problems and by providing following up when necessary.
He/she is also responsible for:
  • Send the necessary documents to internal and external customers upon starting a fraud case.
  • Daily follow up of open fraud prevention cases in the worklist, aiming for an optimal processing.
  • Creating and sending Emergency Cards for and to card members in Belgium and abroad.
  • Follow up, process and answer questions of internal and external customers.
  • Answer to internal and external calls that relate to the main objectives.
  • Execute specific tasks and changes to customer files for which only the team possesses the required expertise and access rights to the systems.

Your profile

  • Possess preceding knowledge and experience of the products, services and procedures within the own domain and execute a number of well-defined tasks instructed and supervised by a manager
  • Ability to autonomously process data out of one specific sub-discipline and look for pattern and cause /effect
  • Act on own initiative within well-defined guidelines and procedures and be able to propose normal improvements under supervision of a manager
  • Transfer own knowledge and best working practices in a formal and informal way to the colleagues and the team
  • Answer correctly and in a structured way more complex questions from internal and external customers according to set rules and procedures with a view to provide accurate solutions. Able to correctly report on data and incidents
  • Treat others fairly, respect confidentiality and approach others in an honest way
  • Dispose of the required maturity and flexibility to obtain a balanced work planning and optimal customer service in a 24/7 operational environment
  Languages : Dutch - Experienced (oral & written) English - Experienced (oral & written) French - Experienced (oral & written) MS Office - Experienced          

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