Ecommerce Fraud Prevention Specialist

TJX Companies

Discovery is at the heart of everything we do. Wherever you find us around the world, if you can think of a product, you can probably find it in our stores, which include TJ Maxx, Marshalls, HomeGoods, Sierra, Winners, Homesense, and TK Maxx. With variety comes plenty of happy surprises – our environment is ever-changing, and that’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. Ready to Discover Different?

Posting Notes: 770 Cochituate Rd Framingham MA 01701

We care about our culture, but we also prioritize your needs!

  • Competitive Compensation
  • Weekly Paychecks
  • Career Development Opportunity
  • Work-life balance
  • TAAP – TJX Associate Assistance Programs
  • Associate Safety
  • Associate Discount

Benefit programs and eligibility terms vary across our global locations. We encourage you to apply to learn more about how our benefits can make a difference for you.

The Opportunity: Contribute To The Growth Of Your Career.

An eCommerce Fraud Prevention Specialist, is responsible for minimizing eCommerce fraud losses and protecting the Company brand image by validating customer order information, and enhancing the online experience for our customers by ensuring that TJX Digital meets or exceeds service levels.

The Associate in this role is also responsible for timely and accurate responses to all eCommerce chargebacks, providing appropriate documentation to maximize recovery of funds for TJX. The Associate will work within the Loss Prevention Team and collaborate with internal teams including Customer Service, Finance and Corporate Investigations team supporting eCommerce fraud investigations, as well as external partners.

  • Responsible for minimizing eCommerce fraud losses by reviewing and validating day to day customer orders and credit card information within established guidelines. This includes communication with customer, and/or partnership with banks, or other 3rd party sources to confirm and validate information.
  • Agrees on appropriate decision or next steps, such as releasing the order to be shipped, requiring further contact with the customer, or canceling orders based on research results and investigative steps taken (i.e. confirming names, addresses, banking information and IP addresses of customers, prior positive or negative history, etc.).
  • Responsible for rejecting the majority of fraud orders on a daily basis; escalating complex or unusual cases to Supervisor and/or LP Leadership.
  • Detects and investigates patterns of suspicious customer behavior and fraud trends.
  • Responsible for monitoring and reviewing all eCommerce chargeback disputes; deciding on appropriate course of action by collecting evidence such as order information, tracking information and additional research/documentation to present to credit card company/financial institution; understanding the variety of chargeback reason codes and determining the appropriate documentation and evidence required to respond to each code to maximize the potential for the dispute to close in the Company’s favor. Ensuring chargeback dispute responses are tailored to meet the criteria of particular credit card company/financial institution.
  • Responsible for understanding multiple order management, fraud and Customer Service systems and tools, including functionality and limitations.
  • Researches and responds to inquiries from Customer Service related to eCommerce orders and payment methods.
  • Researches and responds to 3rd party fraud alerts.
  • Researches and responds to direct customer contacts.
  • Ensures payment process follows company policy and procedures.
  • Responsible for maintaining SLAs (service level response times) while mitigating risk to the Company.
  • Initiates cases based on transaction patterns and trend analysis.
  • Researches requests from customers to be removed from the negative list, including a determination on why the customer was added, if the customer should be removed and resolving the case accordingly.
  • Perform chargeback analysis; recommend rule additions or modifications to close any gaps identified.
  • Problem solving/influencing others as related to escalated customer contact, negative list resolutions, identifying and resolving customer issues in a timely manner.

Who We Are Looking For: You!

  • 2-year college degree or equivalent experience; Criminal Justice and Psychology majors preferred
  • Excellent customer service, oral and written communication skills
  • Strong computer skills; internet searches, web-based portals, proficient in Word, Excel
  • Ability to work in the gray
  • Natural curiosity
  • Pattern recognition
  • Ability to work as a team with both internal and external partners
  • Flexible scheduling may be required based on the needs of the business, including nights and weekends.
  • Prior experience in LP, investigations or eCommerce fraud prevention preferred but not required

Come Discover Different at TJX. From opportunity and teamwork to growth, we think you’ll find that it’s so much more than a job. When you’re a part of our global TJX family, you have the full support of a diverse, close-knit group of people dedicated to finding great deals and fantastic style. Best of all? They have a lot of fun doing it.

We care about our culture, but we also prioritize the tangible stuff (Competitive salaries: check. Solid benefits: check. Plenty of room for advancement: of course). It’s our way of empowering you to make your career here.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Posting Notes: 770 Cochituate Rd Framingham MA 01701


TJX Companies

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