Analyst - Fraud, Loss Prevention and Compliance

4 days ago

Taguig, National Capital Region, Philippines General Motors Full time

Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.

The Role

GBS Fraud, Loss Prevention and Compliance Team is responsible for assessing and mitigating potential revenue leakage and fraudulent activities encompassing OnStar services and Global Connected Customer (GCC) organization. The team oversees multiple OnStar enabled locations globally, including 3rd party provider call center sites. The role requires a motivated, engaged, organized, and self-starter type of individual with strong analytic, technical, and leadership skills. The candidate must demonstrate the ability to exercise a standard level of independent judgment, decision-making, accuracy, creativity, and initiative.

What You'll Do
  • Complete daily transactions workload as assigned within the agreed service levels.
  • Ensure that productivity targets and service level requirements are achieved.
  • Ensure that potential losses are identified and avoided.
  • Identify suspicious account activity and/or cases that created loss exposure to the business unit.
  • Identify fraudulent customer/advisor behaviors and articulate findings to management.
  • Create, maintain, and comply with the standard operating procedures.
  • Execute special projects and perform other duties assigned.
  • Process OnStar member subscriptions within agreed service levels including resolution of exceptions and other issues involving subscription renewals.
  • Investigate and process credit card chargeback cases.
  • Ensure confidentiality of all customer information (i.e. home address, phone number, credit card details, etc.).
  • Work closely with the Team Leader and Members in identifying people, process, and technology issues.
  • Lead and participate in continuous improvement, quality improvement, and operational excellence initiatives.
  • Support the GBS and GCCX initiatives on transformation and alignment activities.
  • Serve as a subject matter expert (SME) and as a back-up for all processes.
  • Proactively develop plans to avoid potential problems and take ownership of issues when they arise.
  • Investigate and resolve customer billing issues and escalation and credit card and electronic payment disputes.
  • Audit customer transactions to identify fraudulent activities committed either by an Advisor, an OnStar Member, or by the Dealership (dealer employee) such as unauthorized subscription enrollment, credit card information theft, and other similar risks.
  • Audit customer transactions to verify the validity of the adjustments, refunds made and also making sure that there is no revenue leakage.
  • Resolve customer issues (i.e. credit card charges disputes, account maintenance requests) within the scope of existing service level agreements.
  • Interact with customers and banks (if necessary) to validate information.
  • Identify and communicate new fraud scenarios, process gaps, and/or process improvements as observed during ongoing execution of assigned responsibilities, to drive quality output, compliance, process efficiencies, standardization, and savings.
  • Execute investigation plans, perform reviews, and analyze all relevant information to support potential fraud cases. Obtain and analyze all evidences, conduct investigative research, and present results to management.
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