Fraud Analyst

Morgan McKinley is currently partnering with a major Irish retail bank to hire a Fraud Analyst in their St. Stephen's Green location.

This is a 6 month Fixed Term Contract

Your Role:

• To work within a highly motivated team of fraud analysts as part of the 9am to 5pm shift of a customer facing 24*7 department (Flexi 8am to 6pm on agreement with Line Manager)
• Handle Inbound calls from customers to confirm activity as genuine or fraudulent
• Liaise with sections of the fraud department as part of your day to day role of servicing customers

Your Team:

Fraud Operations within the Financial Crime & Loss Prevention Unit, This specific

Role is for the Fraud Operations team and in particular the Inbound Card Call Team.

This role is reporting into the Assistant Manager/Team Leader of Inbound Card Calls

and then into the Manager of Fraud Operations.

Your Responsibilities:

• Answer inbound calls from customers in relation to activity on their credit and debit cards in a timely manner and within SLA's, with a high level of professionalism and empathy.
• Confirm activity as genuine, remove card holds, update system with notes
• Confirm activity as fraudulent, cancel card, reissue card, carry out appropriate scripting, update notes on system, send card to next step in fraud process.
• Use the relevant technology in the specific FC area e.g. TSYS, Card-guard, Unibanks & Genesis
• Take timely actions when particular events have been identified Gather key information in respect to particular risks & Trends. Notify / Carry out escalation process.
• Support other functions within the FC& LP function as required.

Requirements:

• Good computer literacy in use of MS office, including Word, Excel
• An excellent telephone manner and strong on customer service
• Professionalism and Empathy
• A willingness to develop personal skills

• Knowledge of PSD regulation and PTSB Banking / Telephony systems
• Exceptional listening skills and attention to detail
• Experience in problem solving and decision making, have good judgement and
• ability to use your initiative.
• A proven strong team player
• Knowledge of financial criminal activity would be an advantage.