Digital Fraud Analyst
About The Position
This job contributes to REI’s success by monitoring customer purchase activity on REI’s eCommerce platforms (REI.com and Call Center) to prevent losses incurred due to Card Not Present (CNP) fraud (credit card, gift card), account takeover, and policy abuse (reselling, coupon/promotional fraud). The position monitors eCommerce and POS transactions using a variety of tools to detect fraudulent activity while ensuring that legitimate customer traffic proceeds to order fulfillment. Primary responsibilities include manual order review, internal referrals from Sales & Customer Support, contacting customers to validate transaction legitimacy, chargeback disputes and collections. Models and acts in accordance with REI’s guiding values and mission.
Requirements
- Experience with Microsoft 365 applications, including MS Excel.
- 1+ year experience in eCommerce asset protection, fraud prevention, customer service, banking industry or equivalent.
- Bachelor’s degree in criminal justice, forensic accounting, or other finance/asset protection field.
- Professional Industry certifications: LPC, LPQ, CFI, FPSS etc.
- Working knowledge of systems including COM/SOM, CSA, OSI, and EJ.
- Knowledge of fraud detection systems and tools.
- Ability to effectively perform external customer investigations using available tools.
- In depth knowledge of chargeback/dispute resolution lifecycle.
Responsibilities
- Delivers task-based operational objectives such as reviewing REI’s transactions for potential fraud and abuse, ensuring minimal impact to the co-op due to financial losses.
- Monitors real-time queues for fraud, including Gift Cards order, BOPUS, RSPU, International, Expedited and Corporate and Group Sales transactions.
- Determines legitimacy of orders using rules-based risk screening, transactional details, email/social media footprint and activity, IP/Device information, payment details etc.
- Identifies, analyzes, and investigates fraud patterns such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks.
- Supports Sales & Customer Support (SCS) team to investigate and resolve inquiries on suspicious digital transactions.
- Validates legitimate activity and provides excellent customer service as needed. Diffuses escalated fraud, abuse, and payment situations with tact and diplomacy.
- Meets all Service Level Agreements (SLAs) within manual order review queue and referral/email contacts for internal partners and customers.
- Responsible for end-to-end dispute and chargeback functions.
- Is aware of and complies with all chargeback/dispute industry regulations.
- Creates and submits GL account entries to correct appropriate bad debt accounts.
- Provides training to new or entry level teammates.
- Ensures appropriate confidentiality and PCI-DSS adherence in all communications and interactions.
- Recognizes and communicates process improvements/fraud mitigation strategies.
- Communicates with other teams including SCS, Stores, and DCs.
- Other duties/special projects as assigned.
- Ability to work four, ten-hour shifts per week, including at least one weekend day.
Benefits
- generous employee discount
- access to health benefits
- a retirement savings plan
- accrued time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
