Fraud Analyst

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

The Fraud Analyst plays a critical role evaluating, reviewing and mitigating risks and ensuring organizational practices are in-line with client contractual requirements, external regulations, as well as internal policies and procedures.

As Fraud Analyst, You Will…

• Be Dedicated to inspecting current transactions and interactions for the program
• Address outstanding callouts that have led to or may lead to fraudulent activities and possible risks
• Maintain the credibility of the interactions coming from IntouchCX
• Recommend processes that will improve the integrity of all instructions that are being handled by the program
• Review tickets handled by CSRs for any triggers or red flags
• Review transactions that may lead to Risks, Fraud, or Manipulation
• Validate reported incidents from the Zero-Tolerance policy along with client call-outs and provide feedback to employees to correct behavior and prevent escalation cases
• Provide guidance and training on compliance issues to employees at all levels
• Review policies and procedures to guarantee alignment with rules and obligations
• Oversight for monthly password changes for all system users, and validate employees have reset on a consistent basis
• Report non-compliance and enforce corrections
• Review high-risk account activity alerts from Managers
• Perform routine weekly audits of off-hour system logins
• Report unauthorized access and review justification for outlier cases

As Fraud Analyst, You Have…

• Post-secondary degree or equivalent is preferred
• 3 years experience in an audit or compliance function is nice to have
• Strong communication skills to effectively interact with diverse groups of people
• Advanced written abilities in order to write required reports
• Strong analytical, critical thinking and problem solving skills
• Ability to research and source information for review
• Superior attention to detail
• Excellent time and project management skills
• Ability to work in a fast paced and time sensitive environment
• Adaptable to change and innovation