Microsoft’s HIT team enables and protects e-Commerce capabilities for all of Microsoft’s consumer and business online services such as Azure, Microsoft Store, XBOX and Office 365.
As Microsoft’s Human Intelligence team rapidly grows, you have an opportunity to work on products that impact everyone on the planet.
We are an energetic, fast paced and exciting team. We analyse, optimize and implement operational models for a diverse range of problems for customers’ online experience, ranging from customer purchase conversion to fraud anomaly detection and chargeback selection management.
The primary role of the Fraud Analyst is to protect our clients and our company from ecommerce fraud. Core activities include evaluating global events, analyzing fraud patterns, vetting consumer and commercial customers, assisting clients, training teammates, and all other tasks where HIT can add value for Microsoft.
In this role, it is imperative the person demonstrates the ability to perform these duties in a scientific and analytical way for timeliness, accuracy and scalability, supported by a strong commitment to provide best-in-class deliverables.
The Fraud Analyst will also contribute to the strategic development of the broader team through her or his insights and ad hoc investigations.
This role requires rotating shifts with weekend and public holiday work.
Handling sensitive customer data while adhering to strict security and privacy rules
Identifying, analysing fraudulent patterns and using platform tools to make accept / reject decisions on consumer and commercial transactions
Adhering to platform KPIs related to accuracy, decision time, and productivity
Using platform tools to prevent subsequent bad behaviour
Understanding complex Risk workflows in an ecommerce transaction system
Using advanced statistical methods to unravel deep insights from substantial amounts of transaction and usage data
Developing documentation, coordinating and implementing guidelines, training and helping colleagues with new tools onboarding
Proposing preventative measures, process enhancements, and improved tool functionality
Raising team awareness on process changes, quality improvement, fraud trends, and other matters of concern with clear communication
Actively working with business owners and engineering teams to deploy new features and predictive models into production
Providing root cause analysis and participate in meetings with senior team members from other operational divisions as well as engineering and data science teams
Working with Customer Support to resolve escalations and implement elements of the escalation program strategy
Behaviour and characteristics
Must have the highest regard for the privacy and security of the data our customers have entrusted to us and the promises Microsoft has made to them
Ability to comfortably perform recurring tasks
Exceptional team player with strong communication and interpersonal skills
Adept at working with multiple stakeholders to drive desired outcomes
Meticulous, with an eye for detail and analytical mindset
Must be resilient to stress and versatile enough to transition between competing tasks and priorities with high frequency
Insatiable curiosity to find the truth, with a desire to proactively uncover new fraud patterns
Willingness to raise awareness of patterns, including presentations
Obsession with making things right for customers
Excellent spoken and written English
Ability to read, write, and speak fluently in at least one non-English language
Ability to make decisions with speed and confidence
Thrive in fast-paced and changing environments
Experience and technical skills
2+ year experience with e-commerce & card-not-present environments (or similar)
1+ year experience analysing large amounts of data
Strong capabilities in Microsoft products, particularly Excel, is mandatory
Knowledge and experience with analysis and fraud prevention
Experience with chargeback representment is a plus
Experience in the telecommunications sector is a plus
Experience with statistical analysis and application development are a plus
The job holder has no people management responsibility.
The job holder has no budgetary responsibility.
Travel will be required on an occasional basis.