Fraud Investigation Specialist

Job description

DESCRIPTION

Shopbop | East Dane, the leading online boutique for women's and men's fashion and an Amazon subsidiary, is seeking dedicated, hardworking and analytical candidates to join the Fraud Investigation Team. The Fraud Prevention Specialist is responsible for a wide range of duties related to the investigation and elimination of online e-Commerce risk.
Responsibilities include:
· Initiate effective communications with customers, financial institutions, and cardholders as necessary for obtaining verification of information and handling chargebacks
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· Daily review and disposition of transactions flagged for investigation
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· Daily processing and documenting chargebacks
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· Continuously monitor the status of incoming orders requiring investigation
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· Utilize multiple internal email management applications to communicate with customers
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· Identify, document, and communicate detected fraud trends, suspicious transaction characteristics and patterns
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· Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
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· Work with customer service to address customer questions and concerns regarding an investigation
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· Manage and respond to escalations from internal and external parties with proper urgency and effective communication
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· Strict adherence to security protocol regarding company and customer data and related communications
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· Participate in ad hoc projects/assignments as necessary

Desired profile

BASIC QUALIFICATIONS

· High school diploma or equivalent
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· 2+ years of experience in Customer Service or Investigations Specialist role
· 1 year of experience relevant to risk management, fraud investigation, or financial analysis
· Knowledge of credit card processing, payment fraud investigation, prevention techniques, and charge disputes preferred
· Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external
· Flexibility with full-time schedule, including shift assignments on weekends/evenings
· Strong internet research, Microsoft Office (including Excel) experience and overall PC skills