Fraud Investigation Analyst (Disputes)
Self
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
About the Role:
Self is building a community of people who are looking to better their lives by building credit history. You will join our Credit Card Disputes Team investigating credit card transaction disputes both fraud and non-fraud related. You may review high risk/high dollar transactions in an effort to mitigate credit risk, and may investigate instances of potential account take-over resulting in unauthorized card transactions.
What you'll do:
- Conduct thorough investigations into alleged cases of unauthorized transactions or potential billing errors
- Ensure all actions and investigations comply with regulations, company policies, and payment network rules
- Ensure fraud cases are documented with accurate and detailed records of the investigation
- Prioritize and handle multiple fraud cases simultaneously, ensuring timely resolution within multiple workflows
- Evaluate denied claims to validate a proper investigation was conducted and the correct decision made
- Complete daily operational tasks, including transactional fraud investigation, high risk transaction reviews, and response to customer inquiries via email
- Make outbound contacts to customers and/or merchants to gather additional information
- Provide exceptional customer service while handling fraud-related inquiries
- Stay informed about the latest fraud trends, techniques, and regulatory requirements
What we want you to have:
- Experience working in the financial services industry with a strong knowledge of credit
- 2+ years of experience in credit card investigations, chargebacks, and case processing (preferred)
- Knowledge of Visa operating rules and Regulation Z (preferred)
- Ability to adapt to change in a fast-paced environment
- Ability to make judgmental business decisions with minimal need for support
- Strong analytical and investigative skills with the ability to interpret data and detect anomalies
- Ability to rapidly understand and absorb new information and takes a proactive approach to learning and self-development
- Enjoys tackling repetitive tasks and offering ideas for process improvement
- Brings high energy and interest to customer inquiries and remains calm under pressure
- Strong written, verbal, and organization skills
- Can join team culture and build rapport remotely
Base salary range: $60,000 - $68,000 annually. Individual pay is based on factors unique to each candidate, including skill set, experience, and other job-related reasons.
Benefits and Perks:
We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many companies cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.
Our perks include:
- Company Equity in the form of Stock Options
- Quarterly performance-based bonuses
- Generous employer-paid health, vision and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Paid parental leave
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.