Job description 

What This Position Is All About:
Team Lead – Digital Risk Management is responsible for fraud detection for the banners of
HBC.
Who You Are:
1. Have prior work experience in Fraud Detection & Investigation
2. Exposure to the Retail industry is highly desirable
3. A minimum of 6 years of work experience in the above stated field and minimum of 2
years’ experience in handling team.
4. Can demonstrate knowledge and understanding of fraud risks and fraud indicators
associated with online transactions.
5. Detailed orientated, analytical and problem solving skills.
6. Ability to work independently, multi task and complete projects on time.
7. Self-motivated, flexible, adaptability and proven ability to work within a team
environment.
8. Basic Knowledge of the Payment Card Industry (PCI) Data Security Standard (DSS)
9. Proven strong customer service skills
10. Excellent, interpersonal, and communication skills.

As the Team lead – Fraud Detection & Investigation, you will:

TRANSACTIONAL
· Review and resolve high volumes of orders using fraud solution tools, payment systems
and other appropriate data sources.
· Organize and prioritize queue workflow.
· Provide daily phone cover to support customer follow up requests.
· Deliver on the SLAs defined – including Productivity, Quality
· Identify fraudulent transactions and cancel them from further processing.
· Resolve customer issues within the scope of existing service level agreements.
· Ensure confidentiality of all information collected during investigation.
· Completely owns, determines approach and takes decisions to resolve
   challenges/issues

OPERATIONAL
· Build and maintain effective working relationships across the team and departments as
necessary
· Interpret policy, identify gaps and recommend changes to improve OM processes.
· Identify system improvements to prevent fraudulent activities.
· Determine existing fraud trends by analyzing accounts and transaction patterns.
· Recommend anti-fraud processes for changing transaction patterns and trends.
· Coach and share knowledge within the team and help in developing skilled team
members
· Produce reporting on fraud and chargeback trends
· Is able to prioritize and multitask on more than one assignment when needed
AUDIT AND QUALITY CONTROL
· Monitor operations to ensure that they meet quality standards
· Random sampling of orders processed by team members
· Quality assessment and rating in a standardized format
· Feedback and coaching
· Reporting and reviews on a regular basis

JOB QUALIFICATIONS

You also have:
1. Education – Graduation in any stream

Working Time- 10PM- 7AM

Thank you for your interest with HBC. We look forward to reviewing your application.

HBC provides equal employment opportunities (EEO) to all employees and applicants for employment