Fraud Review Agent

Company Description

Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Job Description

We are looking for a Fraud Review Agent to join our Fraud Prevention Team located in our Edinburgh office. As a Fraud Review Agent your primary objectives is to identify, investigate and prevent fraud losses for the company and our business partners. With the integration of 3DSv2 in the UK and Europe the fraud landscape has changed significantly over the past few years.

The successful candidate will be an individual who has an instinct for identifying suspicious transactions, as well as using a vast amount of information to make decisions on mitigating future fraud loss.

The successful candidate would need to be able to show empathy for genuine customers who have either been a victim of fraudulent activity, or who may have been caught up in our fraud rules. There is a basic level of Customer Service with this role when communicating with customers internally and externally and resolving any issues.

Knowledge & Experience

• Proactively monitor transactional activity to identify high risk customer and payment behaviour.
• Dissect and analyse chargeback data to link fraud and loss cases together in order that future fraud can be anticipated and mitigated against.
• Proactively search for fraud patterns and gather intelligence, using open-source searches on surface and dark web.
• Report fraud & payment trends to Senior Fraud Analysts and Fraud Manager.
• Take ownership of, diagnose and resolve customer fraud queries in line with our service level agreement and key performance indicators.
• Contribute to the development of systems and processes to ensure continual improvement of the Payment Investigation Team.
• Demonstrate the ability to identify suspicious activity from within large amounts of data.
• Conduct and lead investigations of fraud groups to support prosecution should the case make it to court.

Qualifications

Knowledge & Experience

• Clear understanding of risks around card-not-present fraud as well as the challenges around payment methods such Apple Pay and PayPal.
• 3 years of experience as Fraud Investigator or similar role.
• Knowledge and understanding of the chargeback process, including fraudulent and consumer disputes.
• Experience with working in a high transaction environment.
• Ability to maintain composure and deliver a professional service when telephone or e-mail customers become difficult, abusive or distressed.
• Complete understanding of investigation methods and procedures.
• An interest in technology & Interest in using SQL, Athena and Tableau
• Attention to detail, able to spot patterns & trends.

Behavioral Skills

• Excellent time-keeping
• Outstanding communicator verbally & written
• Enthusiastic and keen to learn
• Works well under pressure
• Results driven
• Adaptable
• Quality of work essential as well as speed
• Self-starter with a positive “can do” attitude
• Positive Attitude
• Out the box thinker

Additional Information

Working from Home Hybrid

The Fraud & Payments team operate using a remote working hybrid policy.

During an initial 12-week training period, the successful candidate will be required to work five days a week in the office to ensure they have full support while learning the role.

After this 12-week period, the candidate will switch to a hybrid working model that involves three days working in our Edinburgh office and two days that are optional for working remotely. Wednesday is a mandatory team day where all team members work from the office.

We are unable to accept applications from candidates who will be unable to commit to this working model.

Salary & Shift Patterns

• Salary £23k
• Monday to Friday: 08:00 – 16:30 or 09:00 – 17:30
• One in four weekend shifts covering Saturday & Sunday
• One week in seven working 11:30 – 20:00 for the week. Additional remote working allowance given on this week.

Benefits include:

25 days holiday, life assurance, Season Ticket loan, pension contributions, medical and dental insurance (subject to qualifying periods).

We regret that we are unable to sponsor applicants who are not currently eligible to work in the United Kingdom.

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.