Business Program Manager - Fraud Data Analyst - Commerce Protection Team
Auckland, Auckland, New Zealand
2d ago

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.

Key responsibilities

  • 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
  • Qualifications

    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
  • People management

    The job holder has no people management responsibility.

    Budget control

    The job holder has no budgetary responsibility.


    Travel will be required on an occasional basis.

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