Fraud Analyst-II

Responsibilities

• 55% Leads the lost package investigation process, which includes mitigating, updating, and maintaining the investigation que, continuously providing investigation service outcomes, addressing inquiries, and providing weekly reporting metrics for insurance claims.
• 10% Assists and serves as the payment liaison supporting various teams for payment errors and manual refunds.
• 5% Acts as a Tier Two order reviewer to analyze and determine action for high-risk orders. Provides additional support for other team members.
• 5% Maintains and assists with creating department standard operating procedure documentation for internal processes and third-party tools.
• 5% Performs other duties as assigned.
• Additional Requirements:
• Bachelor's degree, applicable certification or equivalent experience.
• Typically requires 2-4 years of professional experience, and general proficiency with tools, systems, and procedures required to accomplish the job.
• Proficiency with standard Microsoft Office applications (Excel, Word, PowerPoint, SharePoint and Outlook)
• Ability to work in large-scale payment platform databases and customer data platforms
• Retail industry experience preferred.
• Corporate training experience preferred.
• Demonstrates the ability to troubleshoot, solve problems, and make logical decisions.
• Effective project management skills including strong verbal and written skills
• Ability to organize and prioritize work and logically develop work plans
• Ability to work in a fast-paced, metric-driven environment and ability to multi-task. Works effectively under pressure.
• Experience with payment processors (Adyen / Amex / PayPal Braintree / Apple Pay) and other similar products
• Knowledge of database management systems, software, payment portals and concepts
• Travel: None
• Work Schedule: Standard Hours
• Other Requirements:
• Possibility of working shifts to cover nights/weekends/holidays for potential operational coverage
• Career Band: Professional
• Criteria & Management Requirements:
• Problem Solving: Solves a variety of problems that may be somewhat difficult and varied in nature. Consults with staff members on more complex issues.
• Decisions: Exercises judgment within defined parameters to make decisions on tasks with limited scope or complexity. Receives moderate level of guidance and direction on complex tasks.
• Knowledge: Working knowledge of the principles, practices and concepts within own job discipline; has broadened capability through practical experience in applying theories.
• Business Acumen: Understands key business drivers; demonstrates knowledge of the organization and processes; uses this understanding to accomplish their own work.
• Communication & Influence: Explains and simplifies complex information to others; leads the coordination of information to ensure ongoing process or program execution.
• Impact: Impact is typically limited to the department.
• Leadership: No supervisory responsibilities.
• Work Environment: Typical Office
• Other Work Environment Requirements:
• Typical Office: Operates in a typical office environment, routinely uses computer and other standard office equipment.
• Other Physical Requirements:
• #LI-SA1
• This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Benefits

Additional Information

Job Summary: The Fraud Analyst II on the eCommerce fraud prevention team acts as a fraud payment and lost package specialist. Monitors transactions, tracks suspicious payment and customer activity, identifies potential risk for the cardholders and/or company, and acts as claims investigator.

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