Manager, Omni Fraud Prevention

Knitwell Group

18h • Hybrid

About The Position

The Manager of OMNI Fraud Prevention oversees online fraud management for all brands within the KnitWell portfolio. This person leads the fraud prevention strategy, using both KnitWell's fraud platforms and internal systems to identify and reduce risks to our brands. Responsibilities include training, developing, and mentoring team members so they can successfully carry out fraud management procedures, aiming to lower chargebacks, enhance customer experience, and address vulnerabilities to lessen exposure. The ideal candidate understands the online fraud landscape (retail, a plus) and has experience setting up and standardizing processes. Additionally, the successful candidate will collaborate closely with cross-functional teams to implement new fraud prevention measures and continuously monitor evolving risks. They will also be expected to proactively contribute insights and recommendations to strengthen current protocols, ensuring KnitWell remains agile and effective in combating fraudulent activities within the retail sector.

Requirements

• 5+ years’ experience in fraud prevention and investigation.
• Bachelor’s degree or equivalent experience.
• Expert knowledge of Ecommerce fraud management applications.
• Knowledge of fraud risks associated with credit, debit and gift cards (a must).
• Experienced with Customer Contact Center apps such as Sales Force, MAO, and ATG.
• Strong analytical, investigative, and problem-solving abilities; detail-oriented, independent, and organized.
• Experience in managing several projects simultaneously while maintaining a strong attention to detail.
• Strong verbal and written communication skills and strong interpersonal skills with the ability to clearly articulate complex concepts to peers and management.
• 3-5 years fraud management experience in a leadership role, preferably in the retail environment.
• 2+ years of data analytics, preferably focused on fraud risk.
• Proficiency with MS Office suite (excel, word & PowerPoint a must).
• Ability to work flexible hours.
• Applicants must be authorized to work for any employer in the US without sponsorship.
• Not providing sponsorship for this position.

Nice To Haves

• Experience in the retail sector is a plus.
• Experience setting up and standardizing processes.

Responsibilities

• Oversee online fraud management for all brands within the KnitWell portfolio.
• Lead the fraud prevention strategy using KnitWell's fraud platforms and internal systems.
• Identify and reduce risks to the brands.
• Train, develop, and mentor team members in fraud management procedures.
• Lower chargebacks, enhance customer experience, and address vulnerabilities.
• Analyze chargeback reports, pinpoint causes and gaps, and enhance fraud detection systems.
• Review, investigate, and track suspicious activity, analyze trends, and communicate fraud/security threats.
• Provide recommendations for loss mitigation.
• Build relationships with internal partners and ensure proactive communication.
• Oversee Customer Contact Center meetings, deliver updates, encourage agreement on solutions, and monitor action items.
• Learn new applications as needed to support Knitwell’s overall fraud strategy.
• Ensure systems and processes maintain an effective balance between preventing fraud and delivering a positive customer experience.
• Translate departmental fraud management strategy into actionable tasks for the team and drive results.
• Ensure all fraud prevention activities comply with regulatory requirements and internal policies.
• Continuously review and update procedures to maintain a robust fraud prevention framework.
• Deliver weekly and monthly fraud KPI reporting and perform trend and root-cause analysis.
• Establish and standardize fraud processes for smooth operations and easier onboarding of new resources.
• Build relationships with industry peers and groups and stay knowledgeable about industry best practices.

Benefits

• Merchandise discount at select KnitWell Group brands.
• Support for individual development plus opportunities for career mobility.
• Culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities.
• Medical, dental, vision insurance.
• 401(K).
• Employee Assistance Program (EAP).
• Paid time off & holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree