GreenSky Administrative Services LLC

  • Merchant Fraud Investigator

    Job Location(s) US-GA-Atlanta
    Posted Date 1 month ago(12/6/2018 7:47 PM)
    Job ID
    # of Openings
    Risk Management
  • Overview

    Position: Merchant Fraud Investigator


    Duties & Responsibilities:

    • Monitor real time queues and identify high risk transactions within the business portfolio.
    • Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, counterfeit and similar other risks.
    • Identify fraudulent transactions and cancel them from further processing.
    • Resolve high risk alerts within the service level agreements to reduce potential revenue losses.
    • Investigate fraud claims and make decisions regarding their validity based on available internal and card brand policies and 3rd party data and in accordance with defined SOP?s
    • Interact with banks and customers to validate information and to confirm or cancel authorizations.
    • Resolve customer issues within the scope of existing service level agreements.
    • Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.
    • Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
    • Ensure confidentiality of all information collected during investigation.
    • Determine existing fraud trends by analyzing accounts and transaction patterns.
    • Identify system improvements to prevent fraudulent activities.
    • Recommend anti-fraud processes for changing transaction patterns and trends.
    • Recommend new software tools used for fraud detection, prevention and reporting activities.
    • Generate suspicious activity reports and risk management reports for Managers.
    • Handle escalated customer calls/inquiries
    • Answer phone inquiries from merchants and other banks pertaining to cases that have been worked
    • Maintain individual accountability for performance metrics ensuring ever-increasing levels of productivity and accuracy against established benchmarks
    • Create clear, concise and compelling documentation to respond to inquiries from legal
    • Utilize BPMN process training.

    Shifts: Shifts vary, and cover hours from 8:00 AM - 6:00 PM, 5 shifts per week, Monday - Friday. Shifts are primarily 9 hours with a 1 hour unpaid lunch. Investigators may be required to work on weekends.


    Location: Atlanta, Georgia


    Travel: Minimal, if any required


    Organizational: This position is a member of the Merchant Management team and will report to the Senior Manager, Merchant Risk.

    Duties & Responsibilities

    Required Skills & Qualifications:

    • Self-starter, works with some direction
    • Demonstrated effective time management and organizational skills
    • Sound judgment
    • Strong verbal and written communication skills and ability to communicate across various lines of business
    • Proficient with Microsoft Office, Excel and Word
    • Ability to work independently on routine, repetitive tasks and to handle multiple tasks simultaneously
    • Successful completion of background check
    • Strong Internet research skills

    Desired but not required Qualifications:

    • Knowledge of GreenSky's products
    • Bachelor's or Associate's degree from an accredited institution
    • Educational and/or professional background in credit or underwriting


    GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.


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