Fraud Prevention Analyst

Tickets.com, an MLB company, delivers innovative, cutting-edge technologies to enable frictionless and unforgettable fan experiences in venues across the globe. Together with MLB, Tickets.com is changing the landscape of the live sports and entertainment industry, delivering new digital venue and ticketing experiences to millions of fans. Our Technology team builds platforms and products that provide a new smart ticketing solution and venue experience. Using cutting-edge technology, our platform and applications are consumed by fans, stadiums, and MLB teams.

We are assembling a world-class team to build on these experiences and to scale platforms and products that anticipate emerging opportunities, including dynamic pricing and offers and digital, contactless ticketing. Our mission is to provide premium, innovative live experiences for our clients and their patrons.

Tickets.com is seeking a Fraud Prevention Analyst to drive excellence on our Payment & Settlements team. The Fraud Prevention Analyst researches and analyzes potential customer fraud orders to identify and prevent future fraud. Identifies moderately complex fraudulent transactions using various research methods. The Fraud Prevention Analyst will follow procedures to document fraud losses and identify areas requiring increased fraud detection.  The Fraud Prevention Analyst has attained full proficiency in the specific area of discipline. 

Responsibilities

• Review high risk transaction queues and identify fraudulent transactions within the business portfolio to reduce potential revenue losses. 
• Monitor loss prevention controls (reports and other functions) to minimize chargeback losses and assist with the development of these controls.
• Monitor patron and transactional records to identify unauthorized transactions and fraudulent accounts.
• Maintain fraud analysis models to improve efficiency and effectiveness of the company systems.
• Stay current on fraud and chargeback trends at both the industry and corporate level and recommend policies, procedures and processes to management that minimize risk and loss.
• Identify system improvements to prevent fraudulent activities.
• Recommend anti-fraud processes resulting from changing transaction patterns and trends.
• Recommend new software tools used for fraud detection, prevention, and reporting activities. 
• Generate suspicious activity reports and risk management reports.
• Ensure confidentiality of all information collected during investigation.
• Follow up with patron, TDC clients or law enforcement on cases of fraudulent activity to pursue criminal charges.
• Initiate and respond to customer and client inquiries as part of the investigative research.
• Ability to be flexible with working hours that change based on the event activity and fraud trends.
• Assist Payments department with fraud transactions, refunds, and chargeback requests.
• Monitor and maintain loss prevention systems and reports to prevent fraud and financial losses.
• Respond to client refund requests in a timely manner and per our current policies and procedures.
• Assist with the development and maintenance of loss prevention policies, procedures, and processes.
• Understand Tickets.com’s proprietary systems in order to research transactions.
• Ensure professional correspondence (including letters, memos, proposals, etc) consistent with Tickets.com’s image and brand.
• Perform miscellaneous customer service-related duties as required.

Qualifications

• Four years of related business experience is preferred.
• Strong understanding and experience of fraud detection software such as Accertify
• Remote evening and weekend availability, as required.
• Proven self-starter with a strong work ethic and problem-solving skills.
• Must be detail oriented with ability to handle and complete multiple projects.
• Solid understanding and proven experience identifying fraud trends.
• Strong internet research skills with the ability to navigate through multiple systems.
• Strict confidentially of company and customer data.
• Strong follow up and investigation skills.
• Understanding of ticketing systems a plus.
• Bi-lingual (Spanish is a plus).
• Basic understanding of chargeback guidelines.
• Ability to work within a team-oriented environment to achieve common goals and objectives.
• Strong customer service skills.
• Good interpersonal relationship and communication skills.
• PC proficient, with knowledge of Microsoft Office products (especially MS Word and Excel).

Pay Range: $30.00/hour - $33.00/hour

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.

We offer an Outstanding Benefits Package that includes:

• Medical
• Dental
• Vision
• STD & LTD
• 401K Retirement Plan
• Basic Life & AD&D
• Supplemental Life Insurance
• Paid Time Off (PTO, STO, Holidays including Year-End Holiday Break)
• HSA & FSA
• Legal Plan
• Pet Insurance
• Tuition Reimbursement
• MLB Tickets