Job Summary: N3 Fraud Analyst and Support Specialist to evaluate overflow cases, identify fraud, approve withdrawals, validate incidents, respond to tickets, and suggest process improvements. Key Highlights: 1. Evaluate and identify suspicious patterns of fraud and abuse 2. Ensure high-quality service within agreed timeframes (SLA) 3. Opportunity to suggest process improvements **MAIN RESPONSIBILITIES:** * Evaluate overflow requests from support channels (N1, RA, Procon, Consumidor.gov, and Ombudsman), reviewing history, context, and information. * Identify suspicious patterns indicating fraud, bonus abuse, or system manipulation. * Evaluate and approve manual withdrawals, identifying fraud, errors, and inconsistencies. * Validate incidents and requests according to site rules and campaign regulations. * Respond to N3 tickets related to inquiries, promotion crediting, bugs, or email changes. * Conduct additional checks in cases of financial or technical inconsistencies, escalating to the vendor as needed. * Record and document all decisions and actions taken, ensuring traceability and audit support. * Escalate non-standard cases or those showing risk indicators to the responsible Leader or Supervisor. * Suggest process improvements based on recurring failures or identified bottlenecks. * Ensure timely (SLA-compliant) and technically sound responses. **REQUIREMENTS FOR THIS POSITION:** * Completed high school education. * Availability to work on-site under a 12x36 shift schedule from 7:00 PM to 7:00 AM. **PREFERRED QUALIFICATIONS:** * Experience handling fraud-related support cases. * Knowledge of Data. **Diversity strengthens us!** If you are a person with a disability, our opportunities await you. **Join our team!**
João Silva
Indeed · HR
João Silva
Indeed · HR
