Core Responsibilities

• Review & verify documentation submitted for loan disputes and chargebacks: purchase receipts, bank statements, title transfers, lender agreements, vehicle delivery confirmations, and photo evidence.
• Chargeback adjudication: determine whether a customer claim (e.g., “vehicle not delivered”, “unauthorized loan”, “merchant collusion”) is supported by evidence.
• Receipt forensic analysis: check for edits, inconsistent timestamps, duplicated templates, or indicators of forgery.
• Cross-check public records: VIN/title history, DMV logs, lienholder records, and basic sanctions/watchlists (via provided tools/APIs).
• Detect patterns of synthetic identity, duplication, or dealer sign-and-swap schemes.
• Document decisions clearly in the case management system (time-stamped, rationale, evidence links).
• Communicate via secure message templates to customers, dealers, and internal teams (no phone calls).
• Escalate to legal/compliance for potential criminal referral or to senior review for complex cases.
• Tag false positives and recommend rules/threshold adjustments to reduce future false alarms.
• Maintain confidentiality and follow AML/KYC and data-privacy procedures.

Tools & Inputs You’ll Use

• Case management system (tickets + evidence attachments)
• Document verification tools (OCR, metadata analysis)
• Public VIN / title history lookups (integrated APIs)
• Bank/transaction logs and merchant reconciliation screens
• Secure customer portal & templated communications
• Internal knowledge base + playbooks for common fraud types

Example Tasks & Step-by-Step Mini Workflows

1) Chargeback — “Vehicle not delivered”

• Alert: Customer disputes loan charges claiming vehicle never delivered.
• Step 1: Pull the purchase contract, dealer invoice, delivery confirmation, and shipment tracking.
• Step 2: Verify VIN on contract against DMV/title record and dealer invoice. Confirm dates are consistent.
• Step 3: Check any delivery photos for metadata (EXIF), compare timestamps to contract signing.
• Step 4: Cross-check bank funding date vs dealer invoice settlement date.
• Decision: If contract + DMV title + delivery evidence valid → deny claim. If delivery evidence missing, photos doctored, or title shows different owner → escalate/approve chargeback and flag for potential dealer fraud.

2) Receipt Forensics — suspected edited invoice

• Alert: Dealer invoice looks suspicious.
• Step 1: Examine file metadata (creation/modification date) and compare fonts/formatting to known templates.
• Step 2: Confirm vehicle details (VIN, make/model) in invoice match independent VIN lookup.
• Step 3: Check payment trail: ACH/wire confirmations, merchant receiving account.
• Decision: If metadata indicates tampering or payment trail mismatches → label as “forged” and escalate.

3) Synthetic Identity / Duplicate Application

• Alert: Multiple loan applications with same SSN/email across states.
• Step 1: Compare device fingerprints, IP geolocation timestamps, and document IDs submitted.
• Step 2: Run identity cross-checks against third-party identity verification results.
• Decision: If strong indicators of synthetic identity → decline/freeze application; refer to compliance.

4) Dealer Collusion / “Buy & Flip”

• Alert: Customer claims they were sold a repossessed car without disclosure.
• Step 1: Verify previous title status and lien history. Look for rapid title transfers.
• Step 2: Check for duplicate invoices from same dealer with minor edits.
• Decision: If dealer behavior suspicious → recommend investigation & possible merchant hold; initiate refund pathway if warranted.

Full Example Workday (Detailed Timeline)

8:45 AM — Morning standup (15 min)
Team lead covers overnight spikes, high-priority escalations, and any system outages.

9:00 AM — Queue triage (45 min)
Open case queue (typically 20–35 new cases). Prioritize by monetary exposure or regulatory timelines.

9:45 AM — Deep review #1 (75–90 min)
Case: $18,000 dispute claiming unauthorized contract. Steps: verify signature date vs bank funding, check DMV title, metadata for contract PDF.

11:15 AM — Document verification batch (45 min)
Run 6 file checks through metadata/OCR tools; detect 1 manipulated invoice for escalation.

12:00 PM — Lunch (30–45 min)

12:45 PM — Deep review #2 (60–90 min)
Case: repeated refund claims from same IP across multiple accounts → investigate pattern, link accounts, flag for synthetic identity.

2:15 PM — Communication & templated responses (30 min)
Send secure portal messages requesting additional docs (utility bill, photo ID) and update ticket statuses.

2:45 PM — Rules feedback session (30 min)
Review false positives and recommended thresholds for VIN-mismatch rules.

3:15 PM — Training / peer review (30–45 min)
Review a complex resolved case with mentor for QA and best-practice notes.

4:00 PM — Reporting & wrap (30 min)
Update KPI dashboard (avg time to decision, elevated cases, suspected dealer fraud count) and handover notes for evening shift.

Key Qualifications & Skills

• High school diploma required; Associate’s/Bachelor’s in criminal justice, finance, business, or related preferred.
• Comfortable reading contracts, receipts, and technical documents.
• Strong attention to detail and pattern recognition.
• Basic computer literacy: Excel, PDFs, OCR tools, ticketing systems.
• Excellent written communication (formal templated messages).
• Prior experience in payments, collections, auto finance, or title work is a strong plus.
• Ability to work independently and follow strict compliance procedures.
• Familiarity with basic fraud indicators: metadata anomalies, duplicate documents, VIN/title inconsistencies.

Training & Career Path

• Paid Onboarding (2–4 weeks): title/VIN basics, receipt forensics, case management, platform tools, legal/compliance fundamentals.
• Shadowing (2–6 weeks): paired with senior investigators on live cases.
• Progression: Auto Loan Fraud Inspector → Senior Loan Fraud Analyst → Fraud Ops Lead → Compliance / Investigations Manager.

KPIs & Performance Metrics

• Average time to disposition (target: < 24–48 hours for simple cases)
• Cases closed per shift (varies by complexity)
• Accuracy (false positive rate goal <15–20%)
• Escalation quality (senior reviewer feedback scores)
• Volume of verified evidence per case (completeness score)

Example Decision Checklist (use in each case)

1. Is the loan contract authentic? (signatures, dates, metadata)
2. Does VIN on contract match DMV/title?
3. Is there a clear payment trail from borrower → dealer → lender?
4. Are timestamps consistent (contract signing, funding, delivery)?
5. Do photos/documents show signs of manipulation?
6. Are there linked accounts or suspicious pattern indicators?
7. Is further evidence required? (ID, proof of delivery, merchant docs)
8. Decision: Approve (customer) / Deny (merchant) / Escalate (fraud & legal) — with documented rationale.

Work Schedules (Example Options)

• Standard: Mon–Fri 9:00 AM–5:30 PM
• Shifted: Tue–Sat 12:30 PM–9:00 PM (shift differential applies)
• Night QA: 11:00 PM–7:30 AM (occasional, higher pay)
• Part-time QA: 4 hours/day for spot review work (good for contractors)

Benefits (example offering)

• Paid training and mentorship
• Health/dental/vision (full-time)
• 401(k) with match
• Paid time off and holidays
• Performance bonuses and professional certification support (e.g., ACAMS)