Job Description
Monitor multiple real-time transaction queues and review high-risk gift card transactions originating from designated points-of-sale, demonstrating strong decision-making and critical thinking capabilities. Analyze transactions in accordance with departmental policies and risk frameworks to determine potential fraudulent activity, ensuring appropriate action such as cancellation/refund of risky transactions or approval of legitimate transactions, including high-value cases. Ensure adherence to established service level agreements (SLAs) and operational guidelines by driving timely resolution of queued transactions to minimize financial and revenue risks. Collaborate and communicate effectively with customers, stakeholders, and internal cross-functional teams to ensure seamless issue resolution and achievement of SLAs with minimal supervision.