Fraud and Payment Operations Coordinator
il y a 1 mois
**Position**:
JOB PURPOSE:
The EMEA Payment & Fraud Operations Coordinator is responsible for the operational execution of the regional and central payment/fraud strategy with the proximity of CSC operations. The EMEA Payment & Fraud Operations coordinator is working in close collaborations with the EMEA Payment & Fraud Manager to receive, implement and feedback all operational tasks regarding the perimeter.
The mission will focus on assisting several internal stakeholders within payment/fraud related processes as well as the search for constant optimization, in alignment with EMEA and Central Payment & Fraud teams, for delivering 3 key objectives in the EMEA zone: 1) Maximizing End-to-End acceptance rate (including authentication, authorization and fraud acceptance rate) for eCommerce activity, 2) achieving best in class payment experiences, and 3) minimizing fraud/chargebacks.
TASKS AND RESPONSIBILITIES:
- Share ongoing risk or fraud related activities with relevant business and payment stakeholders.
- Support CSC agents and country eCommerce managers on daily requests related to payment & fraud (collaboration with EMEA Payment & Fraud Manager)
- Regular review of fraud analysis models to improve efficiency and effectiveness
- Regular follow-up, reporting and analysis of NPS comments regarding payment & fraud
- Strong collaboration with EU Payment & Fraud Manager regarding trends, activities and improvements to be shared with Finance and eCommerce organizations
- Observe and assist in the processing of all chargebacks and fraud transactions including the management of chargeback markings in fraud management solutions
- Process exceptional manual refunds for eCommerce transactions with the CSC
- Operational relationship management of regional payment & fraud providers
- Create and execute training sessions for CSC agents on common payment & fraud processes, fraud trends and techniques. Distribute periodic fraud awareness messages and bulletins.
- Acting as main point of contact for operational fraud/payment requests towards Operations teams (EMEA & Warehouse)
- Extremely proactive communications by raising flags when needed and keep all relevant stakeholders well informed of ongoing actions and initiatives
- Actively assist in the impact analysis of certain changes and perform support tasks
**Profile**:
- Strong knowledge of the payment processes & payment methodso Strong knowledge of the fraud management life cycle and industry trends
- Entrepreneurial drive
- High accuracy with detail orientation & data reporting precision
- Analytical skills
- Ability to work in a time sensitive environment
- Ability to prioritize and multi-task in a highly complex work environment
- Excellent verbal and written communication skills
- Proactiveness
- Proficient in Excel
- Ability to interact with multiple parties keeping a constructive approach
- Fluent in English, French is a plus
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