Fraud Support Analyst

Job Description

Fraud Support Analyst | TEKsystems

The Tone:
This is an Entry Level, Contract to Hire role at TEKsystems, located fully onsite in Pittsburgh, PA. TEKsystems is a leading provider of business and technology services, partnering with over 6,000 clients, including 80% of the Fortune 500 across North America, Europe, and Asia, to drive business transformation. In this essential role, you will be instrumental in ensuring financial security by detecting and preventing fraud. You will play a critical part in a 24x7x365 operation, providing support to safeguard clients and their financial transactions.

The TL;DR
• Role: Contract
• Location: In-person, Pittsburgh, PA
• Pay: $20–$22 hourly
• Mission: To ensure financial security by detecting and preventing fraud in a 24x7x365 operation.

What You’ll Actually Do
• Communications & Documentation: Consume and manage inbound and outbound communications through ticket creation and management, meticulously documenting all pertinent information according to company standards.
• Fraud Alert Assessment: Provide continuous 24x7x365 fraud support by assisting in assessing, evaluating, and making decisions on transactional alerts for potential fraud, including working holidays.
• Client Support & Troubleshooting: Handle incoming and outgoing customer contact to identify and prioritize interactions, troubleshooting and problem-solving for clients experiencing difficulties with retail applications on the company’s website.
• Issue Resolution & Escalation: Conduct thorough research to provide resolutions or escalate issues as needed, leveraging operational runbooks and documented knowledge articles.
• Interdepartmental Liaison: Act as a crucial liaison between the Fraud Support Center, various internal business units, and external clients to ensure seamless operations and effective communication.

The Must-Haves
• Background: Early career professional with a Bachelor’s degree required, focused on investigation and analysis within a support context.
• Experience: Prior experience in Call Center Customer Service is essential for this role.
• Skills: Strong capabilities in fraud detection, analytical abilities, excellent attention to detail, and customer service orientation.
• Bonus: Willingness to work holidays as part of the 24x7x365 operation.