Fraud Analyst

Sightline Payments; Las Vegas (NV); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a passionate Fraud Analyst to join their Compliance & Risk department. In this dynamic role, you will be the first line of defense against fraud, investigating transactions and engaging with customers to ensure a secure payment environment. Your expertise will help shape risk management policies and enhance the overall customer experience. With a commitment to diversity and inclusion, this position offers a supportive workplace where your contributions will directly impact the gaming industry's future. If you're ready to make a difference and thrive in a fast-paced environment, this opportunity could be your next big step.

Benefits

PPO + HDHP Healthcare

Vision & Dental Insurance

401K with a match of up to 4%

Unlimited PTO

Home Office Stipend

STD, LTD, Life and AD&D coverage at 100% company paid

Qualifications

• Minimum 2 years of relevant Fraud Detection and/or Customer Service experience.
• Knowledge of AML, Fraud and Risk Management strategies.

Responsibilities

• Handle inbound calls from fraud victims and suspects, providing excellent customer service.
• Review and authenticate customer identification documents to identify forgeries.

Skills

Fraud Detection

Customer Service

Risk Management

Attention to Detail

Communication Skills

Education

High School diploma or GED

Tools

Microsoft Office Excel

Microsoft Office Word

Job description

Sightline is transforming the gaming industry with its innovative suite of award-winning digital payment and wallet solutions. Through its expertise in consumer behavior, payments technology, and software development, Sightline is uniquely positioned to help casino resorts and online gaming companies offer a more robust, customer-centric omnichannel experience.

Sightline’s flagship product, Sightline Pay, enables players to use a single digital payment method across all gaming channels and throughout the entire resort. It’s currently the preferred payments and cashless solution for more than 80 partners in 40+ states across the sports betting, lottery, horse racing, and online and brick-and-mortar casino markets.

At Sightline Payments, we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

About the role

Sightline Payments is seeking a high energy, passionate, Fraud Analyst. As a Fraud Analyst within the Compliance & Risk department, you will be Sightline’s first line of defense against losses resulting from high risk fraudulent monetary and non-monetary transactions. You will work under limited supervision and demonstrate the judgment and capability necessary to review and/or investigate transactions. Per departmental procedures and Federal Regulations, you will take proactive measures to prevent losses through any of the following: performing investigations, restricting accounts, analyzing unusual activity, and documenting your findings. Your primary responsibilities will include answering inbound phone calls and email communications from customers who have been victims of fraud or are undergoing enhanced due diligence, authenticating identity documents, and completing enhanced due diligence when warranted. Analysts in this position are expected to be comfortable assessing a variety of unique situations to identify elevated risk while adhering to procedures and taking the necessary actions to protect the interests and value chain of Sightline Payments and our customers. Additionally, this role requires the ability to conduct in-depth web-based research and provide clear documentation of all findings. The Fraud Analyst must also maintain a balanced perspective to ensure the Sightline brand and a high level of customer experience are maintained. This role reports to the Director of Risk and Compliance and works closely with Risk Managers, Dispute Resolution Analysts, and Customer Support as well as various teams within Operations to assist with investigations and deterrence of fraud.

The successful candidate will:

• Deliver first-class Customer Service while enforcing Risk Management policies.
• Be experienced in fraud detection for a digital goods eCommerce merchant and/or a GPR card issuer.
• Have experience utilizing Fraud Service Providers and managing workflow directed by the Fraud Engine and internal detection reports.
• Possess strong time-management skills and the ability to effectively prioritize work with limited supervision.
• Be naturally inquisitive, yet detail oriented, and able to quickly identify anomalies or patterns in transactions, behaviors, or data.
• Demonstrate superior written and verbal communication skills and is comfortable interacting with Cardholders, Fraud Victims, Fraud Suspects, Law Enforcement, Casino Partners, etc.
• Demonstrate a strong work ethic and professional integrity.
• Practice discretion when exposed to and handling highly sensitive and confidential personal and Company information.
• Remain flexible with scheduling and assignment of duties to support larger department goals and Company initiatives.

What you'll do

• Handle inbound calls and interactions from internal and external customers including fraud victims, fraud suspects, financial institutions, casino partners, and law enforcement utilizing excellent customer service skills.
• Process feedback from Dispute Resolution Agents and related reports to identify changing trends and patterns in fraud.
• The prevention and detection of potential fraud across all channels by reviewing customers’ accounts and transaction alerts from various Fraud Detection engine and reports.
• Review and authenticate customer identification documents to identify forgeries and alterations.
• Accurately document all actions taken on a case.
• Maintain current knowledge of fraud threat landscape in the industry.
• Contribute to the ongoing evolution of Sightline’s Risk Management policies and procedures including improvement of the Fraud Engine and detection methodologies by providing analytical data to support decisions.
• Provide support to Risk Managers to clear alerts and provide secondary support to the Operational and Business units of the organization on fraud-related matters.
• Foster and maintain relationships with internal and external business partners.
• Other projects/duties as assigned.

Qualifications

• High School diploma or GED
• Minimum 2 years of relevant Fraud Detection and/or Customer Service experience

Required Skills

• Possess knowledge of AML, Fraud and Risk Management strategies and principles
• Familiarity with Microsoft Office Excel and Word
• Strong customer service and communication skills
• Excellent attention to detail and organizational skills
• Fluency in English (both written and verbal)

Preferred Skills

• Prepaid or Gift Card program experience
• Experience with iGaming, digital sportsbooks
• Familiarity with Digital Wallet provisioning procedures and best practices
• Understanding of risks associated with digital goods transactions
• Familiarity with Payment Card Industry Standards and Compliance
• Industry certifications (CFE and/or CAMS)
• Advanced levels of Excel proficiency

Company Offers

• PPO + HDHP Healthcare + Vision & Dental (Sightline covers 90% for employee and 65% for their qualified dependents).
• 401K with a match of up to 4%
• STD, LTD, Life and AD&D coverage at 100% company paid
• Unlimited PTO (exempt employees only)
• Home Office Stipend

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.

The pay range for this role is: 20 - 21 USD per hour (Remote - United States)