Advisor Fraud Management with Italian

Your day to day:

The analyst's role is to prevent and stop all actions with potential risk that may generate financial losses or unpleasant experiences for Vodafone customers. It will ensure that the use of risk prevention and vigilance principles will support the achievement of the company's objectives and reduce losses of any kind, by identifying and analyzing IT threats that may have a financial impact on the company.
The analyst aims to identify behaviors that may indicate fraudulent intent and implement measures to prevent and control financial losses.
Through his activity, the customer service agent is responsible for maintaining a good image of Vodafone on the market.

With these activities you will have a great impact on our business:

• Monitoring the customer base, transactions and related services to identify suspected fraudulent activities. (Examples of types of fraud currently monitored: roaming fraud, internal fraud, abuse of services);
• Detailed analyzes of cases at risk of fraud to confirm or not the intention of fraud;
• Respects the provisions of the internal regulations and complies with the norms of conduct;
• Regularly monitors transactions / actions that are reported as having a risk of fraud;
• Manages customers with subscriptions, SMS services or high data traffic using local or international services that indicate the risk of fraud;
• Maintaining a high standard in customer relations and solving complex problems, without requiring supervision or guidance, except in exceptional situations;
• Contacting banks or card issuers to document and explore new methods of resolving fraud risk situations as well as contacting customers to validate the use of SIMs registered in the system;
• Identifying new possible fraud behaviors and new methods of preventing or resolving fraud;
• Respects the department's procedures in making the necessary decisions to stop fraudulent activities and provides support to colleagues in the Call Center and the payments department in resolving fraud risk situations;
• Manages internal requests and complaints received by phone or e-mail using specific tools;
• Follow the department's procedures in order to make the necessary decisions to stop activities with potential fraud;
• Contact customers to validate the use of SIMs registered in the system;
• Maintains professional relationships with colleagues, Team Leaders and Company Managers;
• Creates and promotes a way of working that encourages both individual and team performance, in order to offer Vodafone customers quality services;
• Demonstrates team spirit by collaborating with other members and working in good faith on all common activities
• Provides recommendations for improving work processes.
• Availability and flexibility in offering help to teammates or other departments in common areas.

With these skills you are a great candidate:

• Communication and analysis skills
• Italian language - advanced (C1)
• English - medium (B2)
• Understanding Vodafone's telecommunications industry, products and services can be an advantage
• MS Office skills
• Experience in fraud prevention activities is an advantage

Must have technical / professional qualifications:
• Bachelor’s Degree
• Good verbal and written communication skills
• Customer orientation and the ability to create a positive experience for Vodafone customers
• Analytical spirit and ability to make decisions
• Results orientation and good organization and prioritization skills
• Ability to self-evaluate and proactively manage the level of performance and development
• Positive attitude, enthusiasm and good skills in managing conflict situations

Sounds like the perfect job? We’ve got even more to offer:

• Hybrid way of working
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.
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