This job has expired, please see additional jobs below
Online Risk Coordinator
DSW
Columbus, OH, United States
Job Details - this job has expired, please see similar jobs below
Location Name: Home Office, Columbus
Department: Digital
At DSW, we believe in the power of shoes. We understand shoes bring out something great from within, and since 1991 we've been helping everyone feel the rush of finding that perfect pair. So when you work for DSW, you become a part of all that. A family whose core values are comprised of passion, accountability, collaboration, and humility. You become one of us, You become a Shoe Lover!
Job title:Online Risk Coordinator
General Summary:The Online Risk Coordinator is responsible for anticipating, monitoring and preventing online fraudulent behavior at DSW.com; responsibilities include expert in a variety of moderately complex systems, cancelling fraudulent orders, establishing business rules for commerce transactions which prevent or highlight potential fraudulent behavior.
Reports to:Senior Manager, Online Risk.
Essential Duties and Responsibilities:
• Monitor and review customer transactions/documentation to detect potential fraud situations
• Responsible for researching and analyzing moderately complex activity using multiple online systems and research techniques
• Works with Manager Online Fraud to take appropriate action with DSW.com transactions
• Maintain fraudulent activity logs/records/databases, reconcile and summarize fraud losses, interpret data, identify trends and produce reports for management
• Elevates, as needed, more complex/unique situations with Manager Online Fraud
• Works with Manager Online Risk on fraud mitigation strategy for DSW.com international expansion
• Works within Online Experience team improve/enhance DSW.com processes to mitigate fraud
• Provides input on ways to improve and enhance online payment methods for DSW.com
• Revise and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations
• Ensure excellent performance of risk coordinators when servicing customer contacts, by working with and leading teams to ensure efficiency and quality service
• Ability to effectively communicate to the staff and management through team meetings and other written or verbal communication
• Proven customer focus and ability to manage change
• Experience handling customer & employee concerns to resolution
Required Skills and Competencies:
• Basic understanding of contact center applications such as CTI, WFM, Quality Monitoring, PBX, and multi-skill routing
• Strong PC skills (e.g., Word, Excel, and PowerPoint) preferred
• Understanding of contact center and fraud team performance metrics and measurements.
• Ability to integrate in a rapidly changing environment.
• Excellent follow-up skills and ability to meet aggressive deadlines
• Strong oral/written communications skills
• Intermediate level skills in MS Office with strong emphasis in MS Excel
• Must be decisive and results oriented; extraordinary attention to detail
Minimum Qualifications
Experience:
• Prefer 2 years experience in an inbound/outbound center
Preferred Qualifications:
• Exposure to Sterling Commerce/Yantra and ATG applications are a plus
Education:
• Some college preferred
DSW believes that all persons are entitled to equal employment opportunities. We do not discriminate against any protected class including race, color, religion, religious creed, gender, sex, national origin, age, physical disability, mental disability, medical condition (defined as genetic information or impairments related to cancer), ancestry, marital status, family care leave, military and veteran status, citizenship status, sexual orientation, gender identity, gender expression, genetic information, or based on any protected category under federal, state, or local laws. DSW also makes reasonable accommodations for qualified applicants and associates with disabilities unless doing so creates an undue hardship, in accordance with all legal requirements. Any applicant requiring a reasonable accommodation during the application process or applicant who requires an accommodation to perform the essential functions of the job should request for accommodations by asking to speak with a Store Manager, District Manager, and Regional Manager, or by contacting Human Resources at HR-DSW@dswinc.com. DSW will work with the individual to attempt to identify a reasonable accommodation that will not impose an undue hardship on DSW.