Digital Fraud Analyst

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• Deliver task-based operational objectives such as reviewing transactions for potential fraud and abuse, ensuring minimal impact to the company due to financial losses. \n

• Monitor real-time queues for fraud, including Gift Cards order, BOPUS, RSPU, International, Expedited, Corporate, and Group Sales transactions. \n

• Determine legitimacy of orders using rules-based risk screening, transactional details, email/social media footprint and activity, IP/Device information, payment details, etc. \n

• May also rely on ad hoc online research including address validation tools. \n

• Identify and investigate fraudulent attack vectors, including account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks. \n

• Support sales and customer support (SCS) team to investigate and resolve inquiries on suspicious digital transactions. \n

• Validate legitimate activity and provide excellent customer service as needed. \n

• Diffuse escalated fraud, abuse, and payment situations with tact and diplomacy. \n

• Meet all Service Level Agreements (SLAs) within manual order review queue and referral/email contacts for internal partners and customers. \n

• Responsible for end-to-end dispute and chargeback functions, including transaction representments, dispute resolution, collections, tracking, and reporting of chargeback and dispute activity. \n

• Comply with all chargeback/dispute industry regulations. \n

• Create and submit GL account entries to correct appropriate bad debt accounts. \n

• Provide training to new or entry level teammates. \n

• Ensure appropriate confidentiality and PCI-DSS adherence in all communications and interactions. \n

• Recognize and communicate process improvements and fraud mitigation strategies. \n

• Ability to work four, ten-hour shifts per week, including at least one weekend day (shift times may include early mornings or late evenings). \n

• Collaborate and communicate daily with omni-channel Fraud Team Members. \n

• Collaborate and perform research to assist in case/investigation resolution. \n

• Validate the legitimacy of transactions. \n

• Analyze available information and make risk-based decisions in accordance with established procedures. \n

• Work through a queue of flagged orders, documenting outcomes, escalating complex cases when necessary, and balancing productivity expectations with accuracy and thoughtful decision-making. \n

• Bachelor’s Degree in Criminal Justice, Forensic Accounting, or other Finance/Asset Protection field of study. \n

• 1+ years of experience in eCommerce asset protection, fraud prevention, customer service, banking industry, or equivalent. \n

• Experience in fraud prevention, investigations, risk assessment, customer service, retail operations, or other analytical roles. \n

• Must have experience as a Fraud Analyst (Digital) for a large, well-known, retail/apparel company. \n

• Familiarity with payment transactions, order review processes, and working in a fast-paced environment. \n

• Experience applying policies, documenting decisions, and managing sensitive information. \n

• Curious, detail-oriented, and able to make sound decisions in a fast-paced environment. \n

• Comfortable reviewing large volumes of orders while maintaining a high degree of accuracy and consistency. \n

• Strong critical thinking skills and the ability to identify potential fraud indicators. \n

• Ability to balance risk mitigation with providing a positive member experience. \n

• Self-motivated, adaptable, and comfortable working independently, while also collaborating with partners across the business. \n

• Ability to communicate clearly, follow established processes, and is willing to ask questions when needed. \n

• Previous experience in fraud prevention, risk assessment, investigations, customer service, or other analytical work is beneficial, but a strong willingness to learn and apply feedback is equally important. \n

• Ability to effectively balance speed, accuracy, and good judgment, especially during periods of high volume. \n

• Effective written, verbal, and interpersonal communication skills. \n

• Strong organizational and time-management skills. \n

• Ability to adapt to changing priorities and business needs. \n

• Strong problem-solving mindset and skills. \n

• Experience using Intercepts, Outlook, Microsoft Teams, and other Microsoft Office Applications. \n

• Comfortable learning new systems, navigating multiple tools, and communicating effectively in a digital work environment. \n

• Preferred Professional Industry Certifications: LPC, LPQ, CFI, FPSS, etc. \n

• Working knowledge of systems including COM/SOM, CSA, OSI, and EJ is preferred. \n

• Knowledge of rule-based/machine learning fraud detection systems, including transaction review, advanced reporting, rule creation/maintenance, and analysis is preferred. \n

• Ability to effectively perform external customer investigations using all available tools, including online directories, social media, CCTV, and internal databases is preferred. \n

• In depth knowledge of bankcard chargeback/dispute resolution. \n

• Ability to perform all functions of the chargeback and dispute lifecycle, including collections. \n

• Experience with Microsoft 365 applications, including Microsoft Excel. \n