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Analyst - Fraud, Loss Prevention and Compliance

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General Motors

Jan 9

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
  • Manila
  • Quick Apply

AI generated summary

  • You should have a relevant degree, Excel proficiency, strong communication skills, 2-4 years in fraud detection, integrity, flexibility, attention to detail, and a customer-centric mindset.
  • You will process transactions, identify losses and fraud, resolve customer issues, conduct audits, and support improvements while maintaining confidentiality and achieving service levels.

Requirements

  • Bachelor's degree holder preferably Business, Finance or related discipline
  • Strong knowledge of Microsoft Office tools, specifically Excel, Word, and Power Point.
  • Strong verbal and written communication skills, fluency in conversational English is an advantage
  • Fundamental understanding of credit card industry, regulatory and legal compliance, revenue management and call center processes
  • Has knowledge or background related to fraud, audit, business related investigations, revenue management, chargeback, working with US entities and individuals, cash accounting, and credit cards is an advantage
  • 2 - 4 years relevant experience on operations audit or fraud detection and investigation
  • Ability to understand, speak and write Portuguese or Spanish is a plus (requirement for bilingual analysts)
  • Possess a very high level of integrity - ability to work with highly confidential and sensitive information
  • Flexible to work on night-shift, mid/day shift opportunities are minimal
  • Flexible to work on holidays and weekends when required
  • Possess a positive attitude and is highly reliable
  • A team player and can comprehend department priorities and contribute towards organizational goals
  • Attention to detail and processing accuracy essential
  • Strong organizational and time management skills
  • Highly analytical and ability to understand and solve complex/difficult issues, ability to identify potential risks
  • Able to learn new things quickly, adapt to a diverse environment and to changing environment
  • Able to work in a competitive environment
  • Can confidently deal with ambiguity and learn on the fly
  • Possess a customer centric mindset

Responsibilities

  • Complete daily transactions workload as assigned within the agreed service levels.
  • Ensure that productivity targets and service level requirements are achieved.
  • Ensure that potential losses are identified and avoided.
  • Identify suspicious account activity and/or cases that created loss exposure to the business unit.
  • Identify fraudulent customer/advisor behaviors and articulate findings to management.
  • Create, maintain and comply with the standard operating procedures.
  • Execute special projects and perform other duties assigned.
  • Process OnStar member subscriptions within agreed service levels including resolution of exceptions and other issues involving subscription renewals.
  • Investigate and process credit card chargeback cases.
  • Ensure confidentiality of all customer information (i.e. home address, phone number, credit card details, etc.).
  • Work closely with the Team Leader and Members in identifying people, process and technology issues.
  • Lead and participate in continuous improvement, quality improvement and operational excellence initiatives.
  • Support the GBS and GCCX initiatives on transformation and alignment activities.
  • Serve as a subject matter expert (SME) and as a back-up for all processes.
  • Proactively develop plans to avoid potential problems & take ownership of issues when they arise.
  • Investigate and resolve customer billing issues and escalation and credit card and electronic payment disputes.
  • Audit customer transactions to identify fraudulent activities committed either by an Advisor, an OnStar Member, or by the Dealership (dealer employee) such as unauthorized subscription enrollment, credit card information theft, and other similar risks.
  • Audit customer transactions to verify the validity of the adjustments, refunds made and also making sure that there is no revenue leakage.
  • Resolve customer issues (i.e. credit card charges disputes, account maintenance requests) within the scope of existing service level agreements.
  • Interact with customers and banks (if necessary) to validate information.
  • Identify and communicate new fraud scenarios, process gaps and/or process improvements as observed during ongoing execution of assigned responsibilities, to drive quality output, compliance, process efficiencies, standardization and savings.
  • Execute investigation plans, perform reviews and analyze all relevant information to support potential fraud cases. Obtain and analyze all evidences, conduct investigative research and present results to management.

FAQs

What type of work arrangement does this role offer?

This role is categorized as hybrid, meaning the successful candidate is expected to report to the office three times per week or as dictated by business needs.

Does GM provide immigration-related sponsorship for this position?

No, GM does not provide immigration-related sponsorship for this role.

What are the primary responsibilities of the Analyst position?

The Analyst will be responsible for completing daily transactions, identifying potential losses, investigating fraud, maintaining standard operating procedures, auditing transactions, and supporting continuous improvement initiatives.

What qualifications are required for this role?

Applicants should have a Bachelor's degree in Business, Finance, or a related discipline, strong knowledge of Microsoft Office tools, and 2-4 years of relevant experience in operations audit or fraud detection and investigation.

Is knowledge of the credit card industry important for this job?

Yes, a fundamental understanding of the credit card industry, regulatory and legal compliance, revenue management, and call center processes is required.

What skills will give candidates a competitive edge for this position?

Competitive candidates will possess a high level of integrity, strong organizational skills, attention to detail, analytical problem-solving abilities, and a customer-centric mindset.

Are bilingual skills a requirement for this role?

While not a requirement, the ability to understand, speak, and write Portuguese or Spanish is a plus for this position, particularly for bilingual analysts.

What type of work schedule flexibility is expected?

Candidates should be flexible to work night shifts, holidays, and weekends when required.

What is GM's vision?

GM's vision is a world with Zero Crashes, Zero Emissions, and Zero Congestion, and the company aims to lead change for a better, safer, and more equitable world.

What is GM's stance on diversity and inclusion?

GM is committed to fostering an inclusive workplace that embraces diversity and creates an environment where all employees can thrive and contribute meaningfully.

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General Motors

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

General Motors’ vision is to create a world with Zero Crashes, Zero Emissions and Zero Congestion, and we have committed ourselves to leading the way toward this future. Today, we are in the midst of a transportation revolution, and we have the ambition, the talent and the technology to realize the safer, better and more sustainable world we want. As an open, inclusive company, we’re also creating an environment where everyone feels welcomed and valued for who they are. One team, where all ideas are considered and heard, where everyone can contribute to their fullest potential, with a culture based in respect, integrity, accountability and equality. Our team brings wide-ranging perspectives and experiences to solving the complex transportation challenges of today and tomorrow.