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Job Family:
Investigator
Travel Required:
Clearance Required:
What You Will Do:
Manage the Fraud Recovery function, including personnel management, queue management, quality assurance, and procedure training.
Oversee queue assignments, case aging, and overall queue health to ensure timely and efficient processing of cases.
Conduct quality assurance reviews of fraud recovery cases to ensure accuracy, completeness, and adherence to established procedures.
Determine action required based on established procedures and work with supervisors to handle more complex cases.
Place appropriate holds on accounts deemed to have fraudulent activity. Track and document actions taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
Communicate professionally with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and/or documentation to support a decision on whether fraudulent activity has occurred
Provide coaching and feedback to Fraud Recovery Analysts based on quality assurance findings to improve overall performance and accuracy
Develop and maintain quality assurance metrics and reports to track performance and identify areas for improvement
Build and implement training programs and oversight mechanisms to ensure consistent and high-quality performance across all project resources
Track and manage the budget for the Fraud Recovery function, ensuring efficient use of resources
Provide regular client updates and maintain dashboards to track and report on key performance indicatorsÂ
Perform the duties of Productive Resources when necessary to support the team and ensure project success.
What You Will Need:
Highschool Diploma or GED
8+ of years relevant experience
Experience managing operational responsibilities including SLAs and productivity targets
Experience providing coaching and training to ensure team members meet KPIs
Well versed in operations management with a focus in Fraud domains
Knowledge of applicable laws, regulations, and guidelines
Strong understanding of bank operations, including navigating banking systems and following the flow of funds
Ability to work some rotating holidays
Ability to work in a production-driven environment
Effective oral and written communication skills
Strong proficiency in Microsoft Excel and other Microsoft Suite Products
Ability to quickly learn and adapt to new policies, procedures, and vendor systems
What Would Be Nice To Have:
Bachelor's degree preferred
Knowledge of Suspicious Activity Reports (SARs) reporting thresholds
Experience drafting and filing Suspicious Activity Reports (SARs)
CAMS, CFE certification
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
About Guidehouse
Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
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