- Location
- , SV
- Type
- Full-time
- Department
- Finance
- Education
- High School
- Closing date
- Today
- Source
- iCIMS
Description
About Blackhawk Network
Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.
Overview
The Manual Review Agent is responsible for reviewing customer orders and transactions flagged by automated risk systems for potential fraud or other risk concerns. The role requires sound judgment, attention to detail, and consistent application of established review procedures to protect Blackhawk Network assets while supporting a positive customer experience.
Responsibilities
- Perform detailed manual reviews of orders and cases assigned to the OPT review queues.
- Analyze order information, including customer, payment, recipient, device, IP address, email, delivery, and transaction history.
- Verify customer and payment information using internal systems and approved external resources.
- Identify suspicious patterns, anomalies, velocity, mismatched information, and other indicators of potential fraud.
- Make accurate approval, decline, or escalation decisions in accordance with current policies and risk guidelines.
- Document review results, decision rationale, and relevant findings clearly and accurately.
- Escalate complex or high-risk cases to the appropriate Team Lead, Risk Manager, or specialized support team.
- Support order appeals, brand escalations, and other manual-review activities as assigned.
- Provide feedback on emerging fraud trends and opportunities to improve rules, workflows, and risk strategies.
- Maintain confidentiality and comply with applicable data-protection, security, and operational requirements.
- Meet established productivity, quality, accuracy, and schedule-adherence expectations.
Qualifications
We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results. Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.
- High school diploma or equivalent.
- Previous experience in fraud prevention, risk operations, e-commerce, customer service, payments, or transaction review is preferred.
- Strong analytical, critical-thinking, and problem-solving skills.
- Excellent attention to detail and accuracy.
- Ability to use multiple systems, databases, and online resources simultaneously.
- Ability to make objective decisions using available information and established guidelines.
- Strong written and verbal communication skills.
- Ability to work independently and collaborate effectively with Team Leads and cross-functional partners.
- Willingness to work varying shifts, weekends, holidays, and overtime when business needs require it.
Core Competencies
- Analytical reasoning
- Fraud awareness and risk assessment
- Problem solving and decision-making
- Integrity and confidentiality
- Time management
- Collaboration and teamwork
- Results orientation
Employment is contingent upon the successful completion of a background check and drug screen.
