Fraud Investigation Specialist

  • Amazon
  • Madison, WI, United States
  • Aug 28, 2017
Full time Accounting Finance

Job 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 information and handling chargebacks
· Daily review and disposition of transactions flagged for investigation
· Daily processing and documenting chargebacks
· Continuously monitor the status of incoming orders requiring investigation
· Utilize multiple internal email management applications to communicate with customers
· Identify, document, and communicate detected fraud trends, suspicious transaction characteristics and patterns
· Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
· Work with customer service to address customer questions and concerns regarding an investigation
· Manage and respond to escalations from internal and external parties with proper urgency and effective communication
· Strict adherence to security protocol regarding company and customer data and related communications
· Participate in ad hoc projects/assignments as necessary

BASIC QUALIFICATIONS

· High school diploma or equivalent
· 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


PREFERRED QUALIFICATIONS

· Bachelor’s degree preferred
· Knowledge of credit card processing, payment fraud investigation, prevention techniques, and chargeback processing
· Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns
· Ability to work independently, react quickly, and solve problems, utilizing the available resources
· Self-disciplined, diligent, proactive and detail oriented
· Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
· Ability to determine situational needs and provide appropriate solutions
About Shopbop | East Dane

Since its debut in 2000, Shopbop has grown into one of the world’s leading online fashion retailers for women, presenting a hand-picked collection of apparel and accessories from the industry’s foremost contemporary and designer labels. Launched in 2013, brother site East Dane, a division of BOP LLC, offers a curated assortment of contemporary and emerging menswear brands to guys around the world. Both sites feature renowned customer service, unparalleled wardrobe advice, cutting-edge editorial features, and exclusive collaborations with forward-minded brands. In 2006, BOP LLC was acquired by Amazon.com, Inc., the world's largest internet retailer, enabling Shopbop to expand its services to enhance the customer experience. A trusted, globally recognized fashion merchant, Shopbop | East Dane sells only quality, authentic designer merchandise. Shopbop | East Dane is part of the Amazon.com Inc. group of companies.

Shopbop | East Dane is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation