Expedia Fraud Supervisor in Bellevue, Washington

Expedia

  • Plays critical role in management of Expedia Group's overall fraud rate, including managing staffing and operational costs, in accordance with established goals;
  • Supervises Team of Fraud Analysts in their effort to prevent fraud. Includes hiring staff, ensuring proper completion of training, establishing performance objectives, providing overall performance management, including providing regular informal feedback, conducting bi-weekly one-on-one meetings, providing formal performance planning as needed, and completing performance evaluations;
  • Responsible for coaching, mentoring and motivating others to ensure goals and standards are met or exceeded successfully while maintaining a positive morale;
  • Responsible for day-to-day operational decisions for Team;
  • Must maintain up-to-date working knowledge of the Fraud Analyst skill set, with 10-15% of effort performing these functions;
  • May be responsible for analysis, verification and authorization of the most complex and difficult high-risk purchases/transactions;
  • Collaborates with Management and other Supervisors to maintain appropriate staffing levels per established models, and to adjust models as needed; develops efficient schedules to maintain appropriate staffing based on daily and seasonal transactional trends;
  • Collaborates with Management and other Supervisors to provide the appropriate resources, systems and tools for Teams to effectively perform their duties. May be assigned ownership/management of systems or tools utilized by other/all fraud operations teams;
  • Collaborates with Management and other Supervisors to develop operational and departmental policies, procedures, and metrics which support Expedia Group's fraud prevention and customer services goals;
  • Ensures the accuracy of fraud data/systems, and provides timely feedback regarding overall system issues. As requested, supports Management in data analysis for adjustment of risk models;
  • Strives to improve operational and exception processes, and anti-fraud initiatives;
  • Supports management in the operational and risk assessment of new businesses, products, and points of sale to develop risk mitigation strategies and operational processes;
  • Works with internal and external customers worldwide to resolve escalated issues;
  • Maintains standard reporting metrics and provides non-standard management reporting and metrics as required;
  • Retrieves data using SQL and other database languages to derive performance statistics, operational statistics, etc.;
  • Possesses an expert understanding of, and effectively utilizes all departmental procedures, systems and tools;
  • Represents Fraud Operations in cross-functional initiatives to proactively prevent fraud;
  • Proactively develops and implements process improvements within the operations group, working cooperatively with other resources as appropriate;
  • Acts as Subject Matter Expert for other groups and departments with regard to Fraud Operations;
  • Troubleshoots operational problems and work stoppages, ensuring optimal resolution;
  • Works as a liaison between the operations group and other groups within eCommerce risk;
  • Develops and manages special projects in a timely manner, as requested;

Required Skills and Experience:

  • Requires shift-work, including weekends, non-business hours and holidays, and may require on-call availability 24 hours a day, 7 days a week, 365 days a year;
  • Developed and demonstrated organizational and analytical skills;
  • Effective communication skills; ability to communicate in a manner which ensures message is understood by all;
  • Excellent diplomatic skills; the ability to establish and maintain positive relationships with both internal and external customers and business partners;
  • Must have the ability to work with ambiguous and complex situations that do not necessarily have a prescribed resolution;
  • Must have the ability to motivate, develop, and effectively manage members of his/her team;
  • Self-motivated and able to work well with frequently-shifting priorities;
  • Proficiency utilizing internet research tools, Excel, Word, Outlook, internal fraud tools, admin tools, and GDS tools;
  • Advanced SQL language skills;
  • Proficient understanding of credit card processing flow, payment fraud, fraud prevention techniques, manual exception processing methods, the travel industry, e-commerce, and the credit card industry;
  • Abide strictly by the company data protection policies safe guarding confidential and personal information;
  • Maintain professionalism at all times while on company premises and/or while representing Expedia Group;
  • Enjoys working in fast-paced and rapidly changing environment. Flexibility to adapt and able to manage multiple assignments while working independently;
  • Successful completion of a company-prescribed background check.

Minimum Requirements:

Education:

  • Bachelor’s degree strongly preferred and/or related experience.

Experience:

  • 1-2 years operational supervisory experience;
  • Minimum of 3 years customer service experience; preferably in fraud, chargebacks, collections, or the travel industry.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age....LI-LI-RD1

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

  • Posted 3 Days Ago
  • Full time
  • R-33583