Fraud Disputes Agent
Curve
Fraud Disputes Agent
- FinCrime - EU
- London
- Level 2 (Core)
- Permanent
Description
Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.
That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.
With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.
We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.
Welcome to Curve. On a mission to help you live inspired.
This role is within the Fraud Disputes Team and you’ll be responsible for inbound payment disputes and customer queries regarding unrecognised transactions. You’ll need to use your analytical skills to pull evidence from a variety of data sources to thoroughly investigate each case, and understand the full picture. Customers are the center of Curve and in this role you’ll need to ensure that customers are responded to in a timely manner to their fraud concerns. You’ll act as a reassuring voice to the customer in their time of need and do everything possible to recover money lost to fraudulent activity.
We are looking for a candidate with a passion for using evidence to paint a picture of the reported fraudulent activity. The right candidate will have high intellectual curiosity with a keen attention to detail. You’ll be creating workflows for different fraud typologies and work with internal and BPO teams to achieve Key Results for the team. Additionally, you’ll be responsible for feedback opportunities, from each case, to the broader department so that the learnings can be used in fraud prevention strategies.
Key Accountabilities:
- Support customers who report unrecognised activity on their Curve account via Curve’s Case Management platform.
- Investigate and analyse disputes related to fraudulent activities
- Review and interpret data and transactions, using tools such as retool and sift, to detect patterns related to fraudulent activities
- Gather evidence from customers in order to raise comprehensive chargebacks in Mastercom
- Evaluate documentation to determine the validity of the customer claims
- Work collaboratively as part of the Disputes Team to resolve disputes in a timely and efficient manner
- Effectively communicate with customers throughout the chargeback process
- Identify areas of improvement in the dispute resolution process and make recommendations where appropriate
- Stay current on industry standards, trends and regulations related to fraud and dispute resolution
- Ability to provide weekend coverage on a consistent basis.
Skills & Experience:
- At least one year experience in working in Customer Service
- Excellent communication and leadership skill
- Passionate about providing a World Class customer experience
- A team player
- Understanding of card transactions
- Excellent customer support skills, experience working in a customer facing area an
- advantage)
- Excellent verbal and written communication skills with attention to detail
- Ability to work to tight deadlines and under pressure
- Desire to broaden knowledge within disputes or Chargebacks
- Willingness to learn new skills
- The ability to be able to make quick decisions on disputes with customers
- Bonus if have previous experience working with Chargebacks or Fraud
Benefits:
- 25 days plus bank holidays
- Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas
- Working abroad policy (up to 60 calendar days per year)
- Bupa Health Insurance (YuLife)
- Life insurance powered by AIG (5x Annual Salary)
- Pension Scheme powered by “People’s Pension” (4% Matched)
- EAP (Mental health & wellbeing support, Life coach, Career coach)
- 24/7 GP access (Smart Health via YuLife)
- Annual subscriptions to Meditopia & FIIT for your mind and body (via YuLife)
- Discounted shopping vouchers (via YuLife)
- Enhanced parental leave
- Ride to work scheme & Season ticket loan
- Electric car scheme
- Six nights of Night Nanny for new parents
- Free Curve Metal subscription for you and your +1