Fraud Program and Operations Senior Analyst (# 3033693)

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Employer: HP Inc.
  • Accounting - Finance
  • Internet - eCommerce
  • IT Hardware
  • Job type: full-time
    Job level: > 5 years of experience
  • Updated at: 21.10.2018
    Short company description

    At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

    HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.
    HP has an impressive portfolio and strong innovation pipeline across areas such as:
    • blended reality technology - our unique Sprout by HP will change the way people do things
    • 3D printing
    • multi-function printing
    • Ink in the office
    • tablets, phablets, notebooks
    • mobile workstations

    We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!


    Business environment:
    HP Inc. is a fortune 100 company, the market leader in commercial personal systems and printing, driving innovation that empowers people to create, interact, and inspire like never before.

    HP Payment Fraud, Credit, and Collections (PFCC) is a global resource shared by all parts of our business to help them become better managed and control payment risk. We are a valued advisor and business partner while influencing and ensuring fiduciary control and delivering payment risk management excellence within Treasury and Finance.

    Position Summary:
    Helps develop HP fraud prevention programs with a focus on the organization’s operations that includes project management, quality assurance, compliance, fraud investigations analysis, chargeback analysis, process governance, and payments engagements.

    Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.

    Complexity and scope:
    Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.

    Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives.  Participates in training and mentoring of new hires and lower level employees.


    Main Responsibilities:

    Project Management
    Acts as a subject matter expert in the implementation of projects involving the PFCC organization
    Leads projects to incorporate new businesses or 3rd party solutions into HP’s Payment Gateway Service or equivalent
    Develops detailed project plans, which may include communications plans, procedure plans, change management plan, and testing/training plans
    Represents team at a cross functional level and with Senior Management from supported BU’s
    Engage with PGS IT and HP IT system experts in improving Fraud prevention capabilities, including system testing

    Quality Assurance
    Consult on quality assurance audits of analyst orders and fraud chargebacks and ensure fraud analysts are properly following established procedures
    Work closely with management on identified concerns and process breaks and adjust procedures based on current fraud trends
    Consult on internal remediation plans to address employee performance areas of concern
    Collaborate across PFCC organization to determine root-cause issues and associated improvements

    Create and maintain data Global security guidelines for all roles within the organization
    Ensure PCI training is completed for all PFCC personnel annually
    Identify and analyze customer privacy issues related to PFCC fraud prevention tools.  Work with HP Privacy to ensure HP Privacy standards are being followed with ecommerce tool integrations
    Manage the US FTC’s Red Flags Rule and engage with C&C legal for updates annually
    Develop and maintain a Fraud Awareness program for the frontline business units. This program is intended to educate and offer guidance on how to identify potential fraud, answer questions regarding suspicious transactions, and clarify the chargeback process.  This guidance is provided primarily through a web portal to be created and over the phone or via email.
    Maintain fraud team sharepoints and manage system access and password resets for fraud tools

    Fraud Investigations
    Operational oversight of PFCC ROAR program to ensure best operating performance
    Mitigate risk and loss to HP by investigating and monitoring existing and potential fraudulent situations within HP financial payment transactions
    Perform sophisticated data analysis to identify potential credit and credit card fraud plus other payment options when present
    Formulates the course of action and provides direction to the affected stakeholders (i.e., fraud victims, fraud analysts, analytics and risk modelling team, HP Security, Law Enforcement)
    Primary point of contact for victims of credit and credit card fraud.  Investigate and resolve the claim or delegate appropriately
    Primary point of contact for Credit Analysts, Fraud Analysts, Collectors, and HP Business unit partners suspecting suspicious activity involving credit or credit card fraud
    Conducts interviews with fraud suspects, customer victims, HP Fraud Analysts, MRC industry contacts, and Analytics and Risk Modeling team members to obtain sufficient information to thoroughly identify a fraud attack and to author a credible, actionable internal fraud alert
    Conduct internal and external investigations stemming from payment fraud attempts against HP
    Via investigations, update ARM team and Fraud Analysts on fraud trends and provide direction for adjusting procedures to combat fraud attacks
    Visible focal point representing HP C&C for all material payment fraud attempts or losses

    Chargeback Analysis
    Oversee chargeback performance through reporting and analyze fraud and operational performance of teams
    Via chargebacks, update ARM team and Fraud Analysts on fraud trends and provide direction for adjusting procedures to combat fraud attacks

    Process Governance
    Provide governance for policies and procedures (P&P) by working with regional teams to standardize and maintain P&P’s in a centralized sharepoint repository to ensure effectiveness of PFCC’s operations including analyst order work flows, chargeback, and recovery processes
    Address change requests from teams, review, approve/decline and complete changes in procedure documentation and communicate timely to all related parties
    Help design and implement education and training programs for sales support teams and fraud analysts
    Consult on customer escalations regarding fraud policies and evaluate associated procedural changes

    Proactive engagement in business driven enhancements that affect FCC (i.e., new payment methods)
    Engage payment processors, payment providers for annual reviews of HP performance related to fraud prevention

    Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

    Bachelor’s degree in a related field or equivalent experience preferred
    Typically 3+ years working directly in Ecommerce, Fraud Prevention area preferred
    Typically 3+ years experience in processes, procedures, project management, compliance, and quality assurance
    Very Fluent English (oral and written) – 90% plus
    Sound understanding of Risk Analysis and business acumen relative to fraud
    Process & project management methodologies
    Knowledge of quality control processes
    Proven ability to manage and deliver on multiple tasks and projects that overlap
    Superior project management and prioritization skills (green belt or similar certification a plus)
    Expert in MS Excel and PowerPoint
    Excellent business writing and verbal communication skills
    Must have excellent interpersonal skills with the ability to work personnel at all organization levels
    Self-starter, initiative, creative thinking and real-world achievement
    Time management mastery & highly developed multi-tasking skills 
    Ability to work flexible hours including overtime as required 
    Excellent negotiation skills, very strong ability to influence
    Proven ability to deal with ambiguity
    Demonstrates ability to perform independently
    Must possess excellent people skills — engagement, development, motivation
    Ability to exercise and apply sound judgment to complex business problems
    Demonstrated strategic and tactical planning/analyst abilities are essential 
    Excellent team leadership skills
    Superior analytical and problem-solving skills; able to contribute innovative solutions
    Exceptional initiative & self-motivated
    Excellent financial analysis skills, a thorough knowledge of financial concepts
    Strong oral and written communication skills
    Excellent Excel and financial modeling skills
    Able to work across time zones in a multi-cultural environment

    Other info

    How will we help your personal and professional development?
    We don’t label you or your performance, we look to help you grow your unique potential
    Trainings, workshops and access to more than 10,000 wisdom nuggets via our learning platform and programs on all key professional and leadership skills you can imagine
    New disruptive technology introductions sessions

    We love our work environment. We think you will too:
    It’s a friendly atmosphere with supportive leaders to bring your creativity to max
    Work-life balance support including flex-time arrangements and work from home opportunities
    Corporate Social Responsibility initiatives to help you make an impact to communities at large

    Your additional benefits package:
    Medical services subscription
    24 paid holidays
    Lunch tickets
    Other flexible benefits (Medical services for family, Dental Plan, Fitness Programs, Kindergarten)
    Wellness program, Multisport card and free coffee, tea and fruits
    Vendors discount program (Restaurants, cinema, clothing, and other)