Risk Operations Specialist

As a Risk Operations Specialist at Imprint, your primary responsibilities will include reviewing potentially fraudulent transactions, analyzing customer applications, and handling dispute claims throughout their lifecycle. You will be actively monitoring daily applications for account establishments and existing portfolios for fraudulent activity. Your role also involves communicating with cardholders to resolve any issues and providing insightful reports to leadership regarding trends and anomalies.

To become a Risk Operations Specialist at Imprint, you should possess a High School Diploma or equivalent certification, along with 2+ years of relevant experience in fraud investigations, transaction monitoring, or disputes. Strong analytical skills and the ability to communicate effectively are also essential. Bonus points are awarded for certifications such as Certified Fraud Examiner and experience within the financial services industry.

As a Risk Operations Specialist at Imprint, you can expect a flexible work schedule designed to ensure that the team is adequately covered. This means you will typically work five days a week, with hours ranging from Sunday to Saturday between 8am and 9pm EST. Flexibility is essential to accommodate varying workloads and provide a balanced work-life experience.

Key skills for the Risk Operations Specialist position at Imprint include strong verbal and written communication skills, exceptional organization, and keen attention to detail. Additionally, a deep understanding of analytical processes for tracking metrics and KPIs is crucial. The ability to manage multiple tasks efficiently while working independently to resolve cases is also highly valued.

Imprint offers an attractive package for the Risk Operations Specialist role, including competitive compensation and equity packages, unlimited vacation, comprehensive healthcare plans, and access to One Medical. Furthermore, new parents benefit from a generous parental leave policy, ensuring that team members have the support they need. Our investment in technology enables you to work efficiently while fostering a culture of innovation.

When handling a suspected fraud case, it's important to take a systematic approach. Begin by thoroughly reviewing the transaction history and customer application details. Gather all necessary information and documentation. Communicate with the account holder to clarify any discrepancies, and follow your organization's established procedures for decisioning cases. Being meticulous and maintaining a calm demeanor will aid in achieving a thorough resolution.

In my previous roles, I have utilized various fraud detection tools that analyze transaction patterns and flag unusual activity. Familiarity with automated decisioning systems is crucial, and I always embrace data analytics to enhance detection capabilities. Keeping current with industry trends and fraud techniques is important too, as the fraud landscape is continually evolving.

Prioritizing tasks in a high-pressure environment requires a clear understanding of urgency and impact. I typically assess the tasks at hand, identify which ones align with compliance deadlines or customer needs, and tackle those first. I find that making use of a task management tool can greatly assist in maintaining productivity and ensuring that nothing falls through the cracks.

Effective communication is vital as a Risk Operations Specialist, as it not only helps in conveying important information to account holders but also ensures collaboration with teammates and stakeholders. Clear communication fosters trust and transparency, which is essential when resolving fraud claims or disputes. It’s important to articulate findings and decisions accurately and empathetically in order to enhance the customer experience.

I make it a priority to stay informed about the latest fraud prevention best practices by subscribing to reputable industry publications, attending webinars, and participating in professional development courses. Networking with peers in the financial services sector also provides insights into emerging trends and techniques that help in refining my approach to fraud management.

A particularly challenging fraud case involved a complex identity theft scenario. I gathered evidence from various sources, collaborated with law enforcement, and worked closely with the victim to ensure their concerns were prioritized. By following a detailed investigative protocol, I was able to resolve the case satisfactorily, leading to the recovery of lost funds and a reassuring resolution for the customer.

Metrics and KPIs are foundational in shaping my approach to risk operations. They provide measurable indicators of performance and help identify areas needing improvement or attention. By consistently analyzing these metrics, I can apply proactive strategies to reduce fraud losses and enhance operational efficiency while ensuring that we meet service level agreements.

Ensuring compliance with regulatory guidelines is a non-negotiable aspect of the Risk Operations Specialist role. I stay updated by reviewing changes in both state and federal regulations regularly. Utilizing compliance checklists and operational coding ensures that required measures are in place during disputes and investigations. I also believe in continuous learning through training and collaboration with compliance teams.

Managing customer expectations involves clear and timely communication. I always provide customers with a realistic timeline for resolution and ensure they understand the steps involved in the process. Keeping them informed about any updates and responding to their queries promptly helps to minimize uncertainty and enhances the overall customer experience.

What I find most rewarding about being a Risk Operations Specialist is the opportunity to protect honest customers from fraudulent activity. Knowing that my efforts directly contribute to a safer financial environment is incredibly fulfilling. Additionally, being part of a dynamic and innovative team, like at Imprint, allows for personal and professional growth, making each day exciting and impactful.