Analyst - Fraud Detection

Location Details:

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.

This is a hybrid position. You’ll divide your time between working remotely from your home and an office, so you should live within commuting distance. Hybrid teams may work in-office as much as a few times a week or as little as once a month or quarter, as decided by leadership. The hiring manager can share more about what hybrid work might look like for this team.

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

Join our team...

As a Fraud Detection Analyst, you are an integral part of a team whose mission is to help the company provide world-class payment experience to customers while mitigating the company’s fraud related losses. Fraud Detection Analysts review orders and make fraud decisions, interact with both internal and external customers via phone, chat, and email; and provide excellent and timely service to both reduce financial loss to the company and ensure good customers are cleared as quickly as possible.

** Please note that this department is 24/7 and has a performance (rank)-based shift bid program. **

***Current applicants must be willing to work Friday – Tuesday, 1st shift***

What you'll get to do...

• Decision orders presented through a review queue utilizing given information and available research to determine whether the order is valid, fraud, or needs more information/investigation. Each order is different, yet a decision on how to proceed needs to be made quickly and accurately.
• Conduct research as appropriate to help validate a fraud/valid decision.
• Represent the department professionally at every turn. Team members are experts in Fraud and are expected to conduct themselves professionally at all times.
• Make outbound calls to customers to determine if fraudulent payment activity is present.
• Receive inbound calls from customers or our Care team either validating or confirming fraud on the purchase.
• Review JIRA (email) tickets to resolve fraud investigations, assist customers with fraud-related scenarios, and route customers properly as needed. Part of this review consists of reviewing documentation for validity, including identifying fake or altered (fraudulent) documents.
• Assist internal customers via chat in resolving fraud and locked-account scenarios.
• Candidates must be skilled in performing intermediate to advanced web-based searches. Candidates should be able to quickly absorb information from web-based searches and utilize that information in their decision-making.
• Perform other work-related duties as assigned.

Your experience should include...

• 1+ years experience in a call center/customer support environment
• Work independently and make tough decisions with little supervision
• Think critically and apply learned material, policy, and procedures to abstract scenarios
• Are quick learners and understand departmental procedures, systems, and tools
• Can multi-task effectively. There are multiple ways we work with our customers and resolve fraud issues – being able to handle multiple tasks and switch between them is critical
• Achieve and maintain high-performance standards, particularly those pertaining to quality and productivity
• Have an exceptional attendance record
• Demonstrate exceptional problem-solving ability
• Have a bias for action and are detail oriented

You might also have...

• 1+ years fraud detection or banking experience

We've got your back...  We offer a range of benefits that may include paid time off, retirement savings (e.g., 401k, pension schemes), incentive eligibility, equity grants, participation in an employee stock purchase plan, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our fullEEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to [email protected].

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.