Fraud Analyst-II

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.​

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.​

20% Analyzes and evaluates customer behavior analytics for payment transactions, credit/debit/gift/prepaid cards, and other alternative payment methods to prevent fraudulent activity. Designs and executes various research methods to identify fraudulent activity with proactive decision-making to resolve it.

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 Jobs on this career band have a knowledge management focus and are primarily responsible for results achieved through their own work. Requires the application of theoretical knowledge, typically gained through formal education or equivalent work experience that provides knowledge of and exposure to fundamental theories, principles and concepts of a defined profession. Jobs at higher career levels may guide small teams in their area of subject matter expertise. Jobs at the at the most senior levels of this career band set disciplinary strategy within their areas of expertise.

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: Typical Office: Generally sedentary for prolonged periods, may occasionally require ability to move about or adjust/move items weighing up to 10 lbs. in all directions; Constantly requires collaboration and the ability to communicate with others to exchange information while in a typical office setting. Collaboration is generally conducted in person unless the role has been pre-approved for remote work.

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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.