Analyst - Fraud, Loss Prevention and Compliance

Description
Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.
The Role
GBS Fraud, Loss Prevention and Compliance Team is responsible for assessing and mitigating potential revenue leakage and fraudulent activities encompassing OnStar services and Global Connected Customer (GCC) organization. The team oversees multiple OnStar enabled locations globally, including 3rd party provider call center sites. The role requires motivated, engaged, organized and a self-starter type of individual with strong analytic, technical and leadership skills. The candidate must demonstrate the ability to exercise a standard level of independent judgment, decision-making, accuracy, creativity and initiative.
What You'll Do

• 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.

Additional Description
Your Skills & Abilities (Required Qualifications)

• 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)

What Will Give You A Competitive Edge (Preferred Qualifications)

• 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

About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations (U.S. and Canada)
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