Job description
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism.
Bring your passion and expertise
- 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 queues for fraud, including Gift Cards order, 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.
- Identifies and investigates fraudulent attack vectors such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks.
- Reviews internal employee activity, including purchase histories, expense reports, gift card redemptions, POS transactions, and inventory movements.
- Validates legitimate activity and provides excellent customer service as needed. Diffuses escalated fraud, abuse, and payment situations with tact and diplomacy.
- Responsible for end-to-end dispute and chargeback functions. This includes transaction representments, dispute resolution, collections, and tracking and reporting of chargeback and dispute activity at REI.
- Collects monies owed to REI as a result of the dispute process.
- Is aware of and complies with all chargeback/dispute industry regulations
- Creates and submits GL account entries to correct appropriate bad debt accounts
- Conducts internal and external investigations as assigned. Performs necessary background and research work, compiling investigative evidence that may be used in the resolution of internal and external fraud and integrity cases.
- Assists members of the Asset Protection field team as needed.
- Uses strong attention to detail, analytical skills, and investigative research in the order/dispute 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. Leads Great Operators improvement projects.
- Communicates with other teams including SCS, Retail and DCs.
- Acts as leader and mentor, providing guidance and direction to other members of the team.
- Collaborates with other merchants/service providers in the fraud industry (eBay, Amazon, GC marketplaces, Law Enforcement, etc.
- Mid-day/evening shifts preferred.
- Other duties/special projects as assigned.
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.
The pay for this role is: $24.38 - $36.59 per hour .
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.
With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.
REI is an Equal Opportunity Employer
Posting Range
$24.38 - $36.59 per hour
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