Position
Job Purpose:
The Fraud and Payment Manager will manage all fraud and chargebacks for the E-Commerce and Retail Businesses. They will be responsible for mitigating chargeback loss and driving a healthy acceptance rate. The Fraud and Payment Manager will also oversee and assist in the investigation of all chargeback issues and fraud transactions.
Profile
Tasks and Responsibilities:
- Develop, monitor, and execute a clear plan for delivering two strategic objectives: 1) Maximizing Acceptance Rate and 2) Minimizing Fraud/Chargebacks
- Monitor real time queues and identify high risk transactions within the business
- Oversee and assists in the investigation of all chargebacks and fraud transactions deriving from E-commerce and from the Retail business
- Maintain fraud analysis models to improve efficiency and effectiveness of company systems
- Maintains strong partnership with Finance, Client Service Center, E-Commerce, and Retail Operations in order to ensure seamless omni-channel approach and execution
- Successfully manages all 3rd parties in charge of chargebacks investigation and fraud management
- Analyze trends in key performance indicators, explains variances and recommends remedial actions to all stakeholders
- Extremely proactive communicator willing to raise flags when needed and keep all relevant stakeholders well informed of ongoing risk or fraud related activities
- Reports KPI's in a timely manner
- Identifies the weaknesses of the current control process and recommends enhancements to mitigate fraud risk while balancing customer experience and operational impacts
- Assist with the implementation of new processes and software solution related to fraud prevention/detection and payments
- Create education and training materials for store staff on common fraud trends and techniques. Distribute periodic fraud awareness messages and bulletins.
- Provide strategic and implementation support for Americas payment strategy for retail/ecommerce
- Must stay current with new fraudulent activities that may breach the company's security measures
- Performs other duties and projects as assigned
Skills and Competencies:
- Bachelor's Degree from a four-year college/university
- Fraud related certification is a plus
- 4-5 Years work experience required
- Chargeback/fraud experience a must
- Experience working with Cybersource is a plus
- Strong knowledge of the fraud management life cycle and industry trends
- Proficient in Excel
- A consistent track record for high accuracy with detail orientation & data reporting precision
- Must have an inquisitive nature with a strong analytic background
- Ability to work in a time sensitive environment
- Ability to prioritize and multi-task in a highly complex work environment
- Excellent verbal and written communication skills
- Entrepreneurial drive
- Ability to take initiative and work independently at times
- Ability to maintain confidentiality and to exercise discretion and professionalism with sensitive information
- Strong relationship/partnership skills
- Ability to work effectively in a remote environment
