Our client, Gumtree.com a UK classified website attracts 8.5M unique visitors a month. Every connection made or item found on Gumtree makes a difference by creating a world where people share more and waste less.
The Fraud Specialist will be required to access Gumtree’s website and review live adverts to determine the level of fraudulent activity. The Fraud Specialist will also work through a number of service requests to determine if recent account activity is of a fraudulent nature (based on fraud indicators). The incumbent will complete the investigation using multiple resources including customer contact, phone matches, IP Search, various websites and any other systems provided.
Determine the legitimacy of live adverts when screening Gumtree’s website and engage in the decisions to allow or delete adverts which are deemed to breach fraud parameters;
Review users’ accounts and determine the legitimacy of the account and account holder, the associated risk (using fraud indicators), and make sure all appropriate restriction and/or dismissal decisions are made on each account reviewed;
Continually monitor cases and reports to identify trends and immediately notify colleagues of information gained from that activity;
Identify ways in which Gumtree may educate the users on how to maintain security and strive for loss prevention;
Provide relevant information to the Subject Matter Expert in order to create reports and/or presentations for the Gumtree;
Engage in regular ‘floor walking’ in order to assist, support contact centre agents and resolve their questions about fraud;
Maintain a good knowledge of fraud trends, while also keeping abreast of the tools and technology related to fraud, by participating in any training provided by the Company;
Identify why ‘bad words’ are live on the website and communicate these findings in a timely manner, to all relevant stakeholders, including the Fraud and the Operations team;
Identify ‘false positives’ in order to ensure queues are efficient and effective;
Any other task as assigned by Management.
Characteristics / Behaviours
· Ability to work in a team
· Ability to work under pressure
· Be results driven
Skills and Experience
· Be able to engage in logical and analytical thinking
· Be meticulous and have an eye for detail
· Be able to apply creativity in your work
· Possess a proactive approach