The Operations Analyst has two core responsibilities at the company. The first is providing excellent customer support – this entails responding to customer inquiries and requests, and helping users navigate and utilize the company’s product effectively. The second is fraud alert review, which involves the manual review of purchases automatically flagged with higher fraud risk.
Provide comprehensive customer support clearly and patiently – address user questions, assist users in navigating the product, and respond to unique requests
Analyze potentially fraudulent purchases to determine their legitimacy
Use internal and external tools to prevent fraudulent purchases, block illicit users, and recover outstanding payments
Keep the team updated on new fraud behaviors and patterns, and contribute to our fraud prevention strategies
Collect necessary evidence and data to resolve chargebacks
2 YOE working as a Customer Support or Fraud Management at a Bank, Fintech, or Finance Business
Full proficiency in English, with excellent written and verbal communication skills
Demonstrated ability to empathize with customers, understand their needs, and resolve their concerns
Careful attention to detail with an eye for patterns and trends in fraudulent behavior
Ability to learn about fraud management and prevention strategies and apply this
knowledge to new cases in the future
Strong teamwork skills; ability to contribute to a collaborative environment effectively
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