Consumer Fraud Analysts are responsible for risk monitoring, fraud investigating, and reviewing potentially suspicious activity on all Groupon platforms (Local, Travel, Shopping, & Tickets). They respond to all escalated fraudulent incidents that could impact the business including providing evidence in the investigation of criminal behavior and determining final outcome and next steps in response to the results of that investigation. CF Specialists work directly with Customer Service, Legal, Sales, Engineering, and Operations to support the roll out of high risk Groupon initiatives that require additional fraud prevention.

Consumer Fraud Specialists are the final authority on whether to implement fraud policies with regard to closing a customer account, deciding whether to dispute a chargeback, and determining the legitimacy of a transaction. They are responsible for canceling transactions for large and small dollar amounts in the face of suspicious data suggesting a fraudulent order. This position reports to the Consumer Fraud Manager and supports the Global Head of Fraud & Payments in the company’s Risk Management department.

Currently available shift: 3:00PM - 11:00PM Friday - Tuesday

Responsibilities

• Investigation and resolution of suspected instances of consumer fraud such as the use of stolen credit cards, the fraudulent generation of referral credit, or disingenuous complaints
• Monitor and investigate merchants’ credit card processing activities using internal and external risk monitoring tools
• Effectively analyze common patterns of suspicious behavior to prevent future unauthorized activity
• Collaborative work with Risk Management teams responsible for preventing merchant fraud and for recouping written-off funds
• Responsible for all consumer and internal claims that cannot be resolved by Merchant Escalation Specialists, Customer Service Representatives, or Customer Service Managers, or which exceed financial thresholds or situations that could lead to legal or PR involvement
• Train customer service and merchant-facing departments on best practices on how to handle potentially fraudulent transactions or high risk products
• At the request of law enforcement, compile evidence and data for legal subpoenas
• Contact banks to verify transactions processed through merchant accounts
• Complete ad hoc projects given by their direct manager and/or team lead

Requirements

• Bachelor’s degree required
• 1-3 years’ experience in retail or online e-commerce
• Experience in fraud, risk management, or merchant services specifically with chargeback/retrieval responses, dispute resolution, and card compliance
• Knowledge of working with various transaction & risk systems (computer)
• Understanding of Microsoft Excel
• Team player who thrives in fast paced and high profile environment
• Effective written and verbal communication skills
• Excellent time management skills
• High attention to detail
• Ability to self-start and self-direct in an unstructured environment
• Comfortable making creative judgment calls

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.