FRAUD PREVENTION SPECIALIST

Mission:  Deliver AV Payment and fraud prevention services to AVclients. The Payment & Fraud Prevention Specialist keeps client payments flowing reliably while identifying, analyzing, and mitigating fraudulent activity for clients who purchase the fraud prevention service. Success is gauged by the measures outlined below.

Key Outcome: Deliver demonstrable data-based value for clients — reliable payment processing and reduced fraud exposure — while meeting internal SLAs and continuously implementing ongoing productivity improvements.

Measures

• Payments Support Response Time
• Payments Support Resolution Time
• Payments Support Overall Response Time
• Saved Payments Migration Productivity
• Saved Payments Migration SLA
• Fraud incident and chargeback mitigation results
• ROI of fraud prevention tools and service

What you'll do
Client Onboarding

• Lead onboarding for new clients to AV Pay, guiding them through setup, configuration, and best practices.
• Onboard clients onto the AudienceView fraud prevention tool and the processes that support it.
• Own the migration of saved payments data for onboarding clients, meeting the internal Saved Payments Migration SLAs consistently and seeking ways to continuously improve these metrics.

Client Support

• Provide ongoing support to existing clients, addressing inquiries and resolving issues related to AV Pay across all products.
• Respond promptly to support cases, troubleshooting payment failures, transaction errors, and integration issues, and assist clients in determining false-positive transactions.
• Meet the internal Payments Support SLAs consistently, seeking ways to continuously improve these metrics.

Payment Troubleshooting and Resolution

• Investigate and resolve payment processing issues, working directly with clients and internal teams as appropriate.
• Liaise with payment gateway and processing vendors to escalate and resolve technical or operational problems.
• Document and communicate solutions, ensuring clients are informed and confident in AV Pay processes.

Fraud Monitoring, Detection and Preventative Action

• Analyze transactions, behaviors, and patterns to identify potentially fraudulent activity, using fraud detection tools and software to monitor high-risk transactions and accounts.
• Once suspicious activity is detected, conduct a detailed investigation to understand the risk of fraud, any new fraud schemes, and potential vulnerabilities.
• Collaborate with clients to alert them to these activities and walk through options for fraud prevention and chargeback mitigation, supporting the implementation of fraud mitigation strategies and chargeback management.

List Management, Reporting and Audit

• Ensure blocked lists and allow lists are up to date.
• Prepare regular reports on fraud incidents and trends for management, along with reports on the ROI of fraud prevention tools and service.
• Assist in audits and provide documentation related to payment and fraud prevention activities.

Vendor Coordination on Level 2 Support

• Coordinate with multiple payment gateways, processing vendors, and fraud tool providers to ensure reliable service and timely issue resolution.
• Maintain up-to-date knowledge of vendor systems, updates, and requirements.

Cross-Product Support

• Serve as a subject matter expert for AV Pay and fraud prevention across all AudienceView products, ensuring consistent support and integration.
• Collaborate with product, engineering, and client teams to improve payment and fraud workflows and the overall client experience.

Work Environment

• Flexible working hours are required due to the nature of AV clients' business and the urgency of payment and fraud issues. The role may require occasional overtime or weekend shifts to address urgent cases.

What you'll need

• 2–4 years of experience in payment operations, fraud analysis, risk management, client support, or a similar role.
• Experience with payment gateways and processing vendors, and familiarity with fraud detection systems and investigative tools (e.g., ThreatMetrix, Kount, Sift, Cybersource Decision Manager).
• Exceptional client service skills, technical aptitude in payment systems, and the ability to work cross-functionally to resolve issues and optimize payment processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent attention to detail and organizational skills.
• Proficiency in data analysis tools (e.g., Excel, Power BI) and payment and fraud monitoring systems.
• Excellent communication skills (verbal and written) for client interactions, report writing, and cross-functional collaboration.