Sometimes you feel like the fraudster.
Use fake names on the phone when calling possible customers or hotels. Cant outright tell the hotel you suspect this is fraud, supposed to beat around the bush by saying "we're experiencing a credit card processing issue". Awkward conversations when calling potential fraudsters to try and get information from them to determine whether they are authorized cardholders or committing fraud.
Metrics can be difficult to meet. Expect 85 a day, but that can be hard when you can't verify anything on the booking. The job isn't about verifying everything, but moreso judging the risk of a transaction, but they expect you to make a decision in roughly 3 minutes and move on. Then there's misfraud, when you let something fraudulent through, and reinstates, when you failed something you thought was fraud, but the customer successfully rebuttals. Both have such incredibly small margins of error, and will count against you even if the customer provided bad info initially. So they expect you to move fast and not make errors when dealing with barely any information on the bookings. Supposedly there's bonuses if you hit your metrics goals, but I never saw any.
We kept losing access to fraud detection tools because the company was too cheap to pay for them, so stuff I learned during the training was already obsolete.
Additional on-the-job training during Covid-19 was next to worthless. 30 minute to an hour video and a word document, then you're basically on our own.
