Fraud Analyst

Zumiez Inc•Lynnwood, WA

13h•$18 - $28•Onsite

About The Position

The Digital Fraud Analyst is a frontline role focused on actively managing fraud prevention queues and ensuring the secure processing of online transactions. This position is responsible for executing real-time fraud screening, verifying customer details, and resolving payment exceptions within the e-commerce pipeline. Working in close coordination with the Order Verification, Customer Care and Accounting teams, this role ensures seamless queue management and operational flow while minimizing financial risk and loss.

Requirements

2+ years of hands-on experience in order operations, queue management, customer service-related contact or transaction screening
Familiarity with fraud detection platforms (e.g., CyberSource Decision Manager preferred) and case queue systems
Strong ability to analyze patterns and make quick, informed decisions with limited information
Exceptional organizational and prioritization skills in a high-volume, fast-paced environment
Comfortable working with ambiguity and shifting fraud tactics in real-time
Proactive and communicative team player with a calm, professional presence when interacting with customers or internal teams
Strong attention to detail with the ability to execute repeatable tasks efficiently and accurately

Responsibilities

Operate and maintain fraud detection queues, reviewing flagged orders in real-time to determine risk level and release, hold, or cancel as appropriate
Take immediate action on suspicious transactions, following up with customers via phone or email to verify identity and ensure account safety
Prioritize and manage daily workflow in fraud and payment exception queues to ensure timely resolution within SLA
Identify recurring fraud patterns or gaps in fraud filters and escalate recommendations for updates to fraud screening rules
Support smooth operations by maintaining queue hygiene, documenting case outcomes, and ensuring accurate categorization of fraud cases
Serve as a point of escalation for the customer service team regarding questionable orders or unusual customer activity
Coordinate with financial institutions and law enforcement to gather or report information related to fraudulent transactions
Process customer refunds, chargebacks, and exception funds in accordance with established procedures
Participate in cross-functional stand-ups or huddles to align on daily fraud trends, queue volumes, and customer impact
Perform other related duties as required to support efficient fraud operations