Fraud and Loss Prevention Analyst

Job Description

Sponsorship:GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DONOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g. H-1B TNSTEM OPT etc.) NOW OR IN THE FUTURE.

Responsible for assessing and mitigating potential revenue leakage and fraudulent activities encompassing OnStar services and Global Connected Customer (GCC) organization. The team oversees multiple OnStar enabled locations globally including 3rd party provider call center sites. The role requires motivated engaged organized and a self-starter type of individual with strong analytic technical and leadership skills. The candidate must demonstrate the ability to exercise a standard level of independent judgment decision-making accuracy creativity and initiative.

What Youll Do

• Complete daily transactions workload as assigned within the agreed service levels.

• Ensure that productivity targets and service level requirements are achieved.

• Ensure that potential losses are identified and avoided.

• Identify suspicious account activity and/or cases that created loss exposure to the business unit.

• Identify fraudulent customer/advisor behaviors and articulate findings to management.

• Create maintain and comply with the standard operating procedures.

• Execute special projects and perform other duties assigned.

• Process OnStar member subscriptions within agreed service levels including resolution of exceptions and other issues involving subscription renewals.

• Investigate and process credit card chargeback cases.

• Ensure confidentiality of all customer information (i.e. home address phone number credit card details etc.).

• Work closely with the Team Leader and Members in identifying people process and technology issues.

• Lead and participate in continuous improvement quality improvement and operational excellence initiatives.

• Support the GBS initiatives on transformation and alignment activities.

• Proactively develop plans to avoid potential problems & take ownership of issues when they arise.

• Investigate and resolve customer billing issues and escalation and credit card and electronic payment disputes.

• Audit customer transactions to identify fraudulent activities committed either by an Advisor an OnStar Member or by the Dealership (dealer employee) such as unauthorized subscription enrollment credit card information theft and other similar risks.

• Audit customer transactions to verify the validity of the adjustments refunds made and also making sure that there is no revenue leakage.

• Resolve customer issues (i.e. credit card charges disputes account maintenance requests) within the scope of existing service level agreements.

• Interact with customers and banks (if necessary) to validate information.

• Identify and communicate new fraud scenarios process gaps and/or process improvements as observed during ongoing execution of assigned responsibilities to drive quality output compliance process efficiencies standardization and savings.

• Execute investigation plans perform reviews and analyze all relevant information to support potential fraud cases. Obtain and analyze all evidences conduct investigative research and present results to management.

• Interacts with internal and external partners to recommend and perform appropriate actions required to mitigate losses and to provide a positive customer experience.

• Build upon prior work experiences to Propose and implement business solutions for more complex business problems with some independent judgement and autonomy

• Prepare reporting package for monthly operating review and /or Key performance Indicators (KPIs) selecting the best presentation method for audience

• Analyze trends to Establish aggressive yet achievable targets-

• Form relationships with functional stakeholders and business partners-

• Champion continuous improvement and innovation (e.g. streamline process improve data analytics)

• Effectively communicate financial performance and results of analysis performed to Finance Leadership and Key business partners- proactively seeks opportunities to grow (e.g. develop new skills attend training opportunities network feedback)

• Assist with ad hoc projects as needed

Your Skills & Abilities (Required Qualifications)

• Bachelors degree holder preferably Business Finance or related discipline

• Strong knowledge of MS Office Applications and data analytics and Business intelligence tools (i.e. KNIME PowerBI etc.)

• Strong verbal and written communication skills fluency in conversational English is an advantage

• Fundamental understanding of credit card industry regulatory and legal compliance revenue management and call center processes

• Has knowledge or background related to fraud audit business related investigations revenue management chargeback working with US entities and individuals cash accounting and credit cards is an advantage

• 2 - 4 years relevant experience on operations audit or fraud detection and investigation

What Will Give You A Competitive Edge (Preferred Qualifications)

• Possess a very high level of integrity - ability to work with highly confidential and sensitive information

• Flexible to work on nightshift mid/day shift opportunities are minimal

• Flexible to work on holidays and weekends when required

• Possess a positive attitude and is highly reliable

• A team player and can comprehend department priorities and contribute towards organizational goals

• Attention to detail and processing accuracy essential

• Strong organizational and time management skills

• Highly analytical and ability to understand and solve complex/difficult issues ability to identify potential risks

• Able to learn new things quickly adapt to a diverse environment and to changing environment

• Able to work in a competitive environment

• Can confidently deal with ambiguity and learn on the fly

• Possess a customer centric mindset

About GM

Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

Accommodations

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