Fraud Specialist I

Overview

REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.

This job contributes to REI’s success by monitoring customer activity on REI’s eCommerce platforms (REI.com and Call Center) and preventing losses incurred due to fraudulent transactions. The position monitors eCommerce transactions using a variety of tools, reports, and pattern analysis to detect fraudulent attacks while ensuring that legitimate customer traffic proceeds to order fulfillment. Transactions may also be validated through direct contacts with customers and their respective financial institutions. Models and acts in accordance with REI’s guiding values and mission.

This position will work four consecutive 10 hour shifts each week (Wednesday-Saturday) from 9:30am-8pm PT.

Responsibilities And Qualifications

Responsibilities:

• Reviews REI’s eCommerce transactions for potential fraud and abuse, ensuring minimal impact to the co-op due to financial losses. This includes transactions placed on REI.com, as well as orders placed directly in-store and through Sales and Customer Support (SCS) channels.
• Monitors real-time transaction queues for fraud attacks, including Gift Cards, BOPUS, RSPU, International, expedites 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, and payment details. May also rely on ad hoc online research including address validation tools to verify orders in addition to inbound and outbound phone calls.
• Identifies, investigates, and mitigates fraudulent attack vectors such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other eCommerce risks on REI.com.
• Validates legitimate orders and provides excellent customer service as needed. Diffuses escalated fraud, abuse and payment situations with tact and diplomacy.
• Uses strong attention to detail, analytical skills, and investigative research in the order resolution process.
• Communicates possible trends, anomalies, or patterns to management for fraud detection improvement.
• Communicates with customers and financial institutions to ensure the integrity of payments/transactions under review.
• Ensures appropriate confidentiality and PCI-DSS adherence in all communications and interactions.
• Recognizes and communicates process improvements/fraud mitigation strategies. Utilizes Great Operators/LEAN principles as appropriate.
• Communicates with other teams including SCS, Retail and DCs.
• Assists members of the Asset Protection field team as needed.
• Maintains knowledge of industry risks and trends.
• Other duties/special projects as assigned.
  
  
  

Required Experience:

• 1+ years experience in eCommerce Asset Protection, banking industry or equivalent
• 2+ years experience in Customer Support/Service Resolution, preferably in a call center environment
• Knowledge of rule-based/machine learning fraud detection systems, including transaction review, advanced reporting, and analysis.
• Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
• Consolidates information from various sources including feedback from others to reach sound decisions.
• Considers the ultimate impact of decisions and actions on internal and external customers.
• Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
• Clearly conveys and accurately receives information by a variety of methods and in various situations.
• Builds rapport with all kinds of people inside and outside the organization.
  
  
  

Preferred Experience:

• Working knowledge of SCS systems, including COM/SOM, CSA, OSI, and EJ
• Ability to effectively perform external investigations using all available tools, including online directories, social media, CCTV, and internal databases
• Knowledge of bankcard chargeback/dispute resolution and lifecycle
• Knowledge of exception based reporting software.
• LPQ or LPC (Loss Prevention Certified from the Loss Prevention Foundation) or equivalent Certification
  
  
  

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.

Pay Range

$17.79 - $24.86 per hour