Job description
Microsoft’s Human Intelligence Team (HIT) enables and protects e-Commerce capabilities for all of Microsoft’s consumer and business online services such as Azure, Microsoft 365, Microsoft Store and XBOX. As Microsoft’s HIT rapidly grows, you have an opportunity to work on products that impact everyone on the planet.
We are an energetic, fast-paced and exciting team. We analyse, optimize and implement operational models for a diverse range of problems for customers’ online experience, ranging from customer purchase conversion to fraud anomaly detection and customer care management.
The primary role of the Senior Fraud Investigator is to protect our clients and our company from ecommerce fraud. Core activities include evaluating global events, analyzing fraud patterns, preventing disruptive incidents, vetting customers, assisting clients, training teammates, and all other tasks where HIT can add value for Microsoft. In this role, it is imperative the person demonstrates the ability to perform these duties in a scientific and analytical way for timeliness, accuracy and scalability, supported by a strong commitment to provide best-in-class deliverables.
The Senior Fraud Investigator will also contribute to the strategic development of the broader global team through her or his insights, program management mindset, interactions with other Microsoft stakeholders and ad-hoc investigations.
Responsibilities
- Handling sensitive customer data while adhering to strict security and privacy rules
- Identifying, analysing, investigating fraudulent patterns and using platform tools to make accept/reject decisions on commercial transactions
- Engaging with stakeholders cross Microsoft to build up internal fraud knowledge network, assessing detectors to develop, enhancing the framework.
- Driving optimizations processes and ensuring proper communication across sites behind the proposed processes
- Proposing preventative measures, process enhancements, and improved tool functionality
- Adhering to platform KPIs related to accuracy, decision time, and productivity
- Using platform tools to prevent subsequent bad behavior
- Understanding complex Risk workflows in an ecommerce transaction system
- Using advanced statistical methods to unravel deep insights from substantial amounts of transaction and usage data
- Developing documentation, coordinating and implementing guidelines, training and helping colleagues with new tools onboarding
- Raising team awareness on process changes, quality improvement, fraud trends, and other matters of concern with clear communication
- Actively working with business owners and engineering teams to deploy new features and predictive models into production
- Providing clear investigation report, root cause analysis and participate in meetings with senior team members from other operational divisions as well as engineering and data science teams
- Working with Customer Support to resolve escalations and implement elements of the escalation program strategy
- Supporting the overall HIT strategy by being the voice of our investigators in internal meeting platforms and optimizing the processes supporting our short/middle/long term vision
Qualifications
- Must have the highest regard for the privacy and security of the data our customers have entrusted to us
- Ability to perform deep investigation with complex data attributes in a short time, with great accuracy and confidence
- Exceptional team player with strong communication, interpersonal skills an used to work with cross-cultural teams
- Willingness to raise awareness of patterns, and working with other stakeholder to develop or improve detections tool
- Ability to visualize complex processes and to present them in a simplified way, adapted to the audience to achieve the best outcome
- Strong strategic thinking skills and ability in supporting strategy plans driven by top senior leadership
- Appetite for new ideas and developing automation solutions, working cross-teams to
- Able to optimize an idea or process through different teams and stakeholders from all background
- Meticulous, with an eye for detail and analytical mindset
- Must be resilient to stress and versatile enough to transition between competing tasks and priorities with high frequency
- Insatiable curiosity to find the truth, with a desire to proactively uncover new fraud patterns
- Obsession with making things right for customers
- Excellent spoken and written English
- Ability to read, write, and speak fluently in at least one non-English language
- Thrive in fast-paced and changing environments
- Knowledge in SQL and Power BI at experience level preferred
Risk Management IC5 - The typical base pay range for this role across the U.S. is USD $112,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $142,200 - $213,200 per year. Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive up to 10 paid holidays, accrue up to 15 paid vacation days, and receive up to 80 hours paid sick time (front-loaded) per calendar year. Our commitment to pay equity We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. ( https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )
Understanding roles at Microsoft The top of this page displays the role for which the base pay ranges apply – Risk Management IC5. The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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