Description
- 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.
- 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 or process 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 & 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 are 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.
- Formulate and 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.
- Interacts with internal and external partners to recommend and perform appropriate actions required to mitigate losses and to provide a positive customer experience.
- Lead and participate in fraud interviews via teleconference or face to face.
- Formulate recommendations and appropriate actions required for individuals involved in fraudulent cases.
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Additional Description
Qualifications and Skills:
- Bachelor's degree holder preferably Business, Finance or related discipline
- Strong knowledge of MS Office Applications
- Strong verbal and written communication skills, fluency in conversational english is an advantage
- Fundamental understanding of credit card industry, regulatory and legal compliance, revenue management and call center processes
- Has knowledge or background related to fraud, audit, business related investigations, revenue management, chargeback, working with US entities and individuals, cash accounting, and credit cards is an advantage
- 4+ years relevant experience on operations audit or fraud detection and investigation
- Ability to understand, speak and write Portuguese or Spanish is a plus
- Possess a very high level of integrity - ability to work with highly confidential and sensitive information
- Flexible to work on night-shift, mid/day shift opportunities are minimal
- Flexible to work on holidays and weekends
- Possess a positive attitude and is highly reliable
- A team player - has the ability to comprehend department priorities and contribute towards organizational goals
- Attention to detail and processing accuracy essential.
- Strong organizational and time management skills
- Highly analytical - ability to understand and solve complex/difficult issues, ability to identify potential risks
- Has the ability to learn new things quickly, adapt to a diverse environment and to changing environment
- Ability to work in a competitive environment
- Can confidently deal with ambiguity and learn on the fly
- Possess a customer centric mindset
Important: Candidates must be willing to work hybrid on night shift.
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General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
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