Contract: Pay Risk Agent

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
This is an engagement through Upwork's Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork's business. Our HWS team members are located all over the world.
Work/Project Scope:

• Review flagged transactions generated by our fraud detection systems and determine risk and status of users
• Represent the department professionally in talking to internal and external customers in an inbound/outbound call center
• Analyze transaction patterns and respond quickly to high-risk situations
• Identify changing fraud trends, document and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss
• Verify account activity and take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling and managing calls
• Maintain daily and monthly performance standards, including those pertaining to quality and quantity
• Document fraudulent activity; work with trend analysts to support tracking and reporting efforts
• Partner with other functional areas of the Payment Risk department,
• Escalate issues to management and other functional areas as necessary regarding unusual activity, abnormal transactions, and customer care issues. Make recommendations for system and processes to increase efficiency and enhance customer service

Must Haves (Required Skills):

• Minimum of 1 year experience in customer service environment in fraud investigation.
• Strong communication (both written and verbal), problem solving, analytical and critical thinking skills are required.
• Has a demonstrated ability to learn and adapt to different situations.
• Works well as a member of a team and as an individual contributor.
• High attention to detail to ensure identifying fraud trends, documenting processes and reporting hit rates
• Previous, successful, work at home experience strongly desired
• Knowledge of Microsoft Office and Google Suite required
• Thorough knowledge of all Risk Management Procedures and Tools
• Ability to make outbound calls to customer calls required
• Able to work 40 hours to start per week, with possibility for more hours in the future. Business hours will be based on Pacific Standard Time, US. Must be willing to work during weekends
• Honesty, dependability and a good attitude are a must

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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