Business Analyst

3 days ago

Manila, National Capital Region, Philippines General Motors of Canada Full time

Job Title: Business Analyst - Fraud and Compliance Specialist

Sponsorship Notice:

This role does not provide immigration-related sponsorship. Do not apply if you require GM sponsorship.

Work Arrangement:

This is a hybrid role, requiring office presence three times a week or as dictated by the business.

About the Role

The GBS Fraud, Loss Prevention and Compliance Team assesses and mitigates potential revenue leakage and fraudulent activities in OnStar services and Global Connected Customer (GCC) organization. The team oversees multiple locations globally, including 3rd party provider call center sites. This role requires motivated individuals with strong analytical, technical, and leadership skills.

Key Responsibilities

  • Complete daily transactions workload within agreed service levels.
  • E nsure productivity targets and service level requirements are achieved.
  • Identify potential losses and implement avoidance measures.
  • Recognize suspicious account activity and cases creating loss exposure.
  • Analyze fraudulent customer/advisor behaviors and present findings to management.
  • Create and maintain standard operating procedures.
  • Execute special projects and assigned duties.
  • Process OnStar member subscriptions within agreed service levels.
  • Investigate credit card chargeback cases.
  • Maintain confidentiality of all customer information.
  • Collaborate with the Team Leader and Members to identify issues.
  • Lead continuous improvement initiatives.
  • Support GBS and GCCX transformation activities.
  • Develop plans to avoid potential problems and take ownership of issues.
  • Investigate and resolve customer billing issues and disputes.
  • Audit customer transactions for fraudulent activities.
  • Verify adjustments, refunds, and revenue leakage.
  • Resolve customer issues within existing service level agreements.
  • Interact with customers and banks to validate information.
  • Communicate new fraud scenarios, process gaps, and improvements.
  • Execute investigation plans and analyze evidence.

Your Skills & Abilities

  • Bachelor's degree in Business, Finance, or related field.
  • Strong Microsoft Office skills, specifically Excel, Word, and PowerPoint.
  • Excellent verbal and written communication skills.
  • Fundamental understanding of credit card industry, regulatory compliance, revenue management, and call center processes.
  • Knowledge of fraud, audit, business investigations, revenue management, chargebacks, US entities, and credit cards is advantageous.
  • 2-4 years' experience in operations audit or fraud detection and investigation.
  • Ability to speak and write Portuguese or Spanish is beneficial.

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