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This job contributes to Company’s success by protecting the Co-op from external losses incurred due to fraudulent transactions submitted through card not present channels (Company website and call center orders). The position monitors card not present transactions using a variety of tools and reports to detect fraudulent orders while ensuring that legitimate customer orders proceed to fulfillment. Models and acts in accordance with Company’s guiding values and mission. Hours for this role will be 6AM-2:30PM. This role will sit in SUMNER.
Reviews card not present transactions for potential fraud. Researches legitimacy of orders using strong attention to detail and analytical skills
Validates legitimate orders and provides excellent customer service as needed. Diffuses escalated situations with tact and diplomacy.
As assigned, performs reporting to analyze and detect external fraud attacks that may not be otherwise visible
Communicates with financial institutions to ensure the integrity of payments/transactions under review
Communicates possible trends, anomalies, or patterns to the team
Recognizes and communicates possible process improvements/fraud mitigation strategies
Communicates with other teams including the Call Center, Customer Service, Payment Services, and Retail
Assists members of the Asset Protection field team as needed
Other duties/special projects as assigned
Bring your passion and expertise
2+ years experience in eCommerce Asset Protection, banking industry or equivalent preferred
Working knowledge of S&CS systems, including COM/SOM, CSA, OSI, and EJ preferred
Knowledge of rule-based/machine learning fraud detection systems, including transaction review, advanced reporting, and analysis
Ability to effectively perform investigations using all available tools, including online directories, social media, CCTV, and internal databases
Knowledge of bankcard chargeback/dispute resolution and lifecycle
Knowledge of exception based reporting software
LPQ or LPC (Loss Prevention Certified from the Loss Prevention Foundation) or equivalent preferred
Actively participates and collaborates with others on one's own team and across Company for the achievement of business goals
Flexible in one's viewpoints and positions in order to support the direction taken by others at Company
Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
Consolidates information from various sources including feedback from others to reach sound decisions
Considers the ultimate impact of decisions and actions on internal and external customers
Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work
Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
Clearly conveys and accurately receives information by a variety of methods and in various situations
Builds rapport with all kinds of people inside and outside the organization
Acts upon opportunities and involves and influences others in the accomplishment of worthwhile organizational goals
Challenges the status quo, champions change and influences others to change.
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