Job Description
Job Summary: Responsible for protecting NEXCOM's assets by analyzing e-commerce data, monitoring online trends, identifying e-commerce fraud, and assisting in resolving online investigations to minimize internal and external theft through transactional monitoring data to detect and prevent fraudulent activities. Analyzes patterns of behavior to identify potential risks and collaborates with cross-functional teams to mitigate fraud.
Duties and Responsibilities: Completes review of fraudulent e-Commerce omni-channel transactions utilizing NEXCOM tools, including Order Management System (OMS), e-Commerce fraud tool CLEAR, and other supporting tools as needed to prevent fraud exposure for the NEXCOM enterprise. Resolves issues within the parameters of authorized authority and seeks the assistance of immediate supervisors regarding rare and unusual issues.
- Verifies customer accounts, including new accounts, and reviews pre-existing accounts to ensure details are valid and they are authorized patrons.
- Utilizes e-Commerce fraud tools to review various reports, including but not limited to overnight BOPIS orders, AVS declined orders, and VIP declined orders.
- Contacts customers to verify information as needed for account review and fraud review transactions, which support the Merchandising and Marketing Division Code M efforts to ensure a premier customer experience.
- Supports Little Creek e-Commerce Return Center (LCERC) as directed to ensure accurate inventories, transportation of merchandise, and verification of customer returns.
- Performs refunds, appeasements, returns processing for 3PL vendors and the NEXCOM White Glove Team, including reviews to ensure customers are not over-refunded due to chargebacks, appeasements, or other double refund situations.
- Reviews OMS reports, including but not limited to WREF and WRAC, to assist in releasing refunds stuck in OMS.
- Assists with chargeback reviews by validating shipping, tracking, appeasements, and refunds, providing information for dispute documentation.
- Supports Code M Loyalty Program by assisting with data management efforts as directed to ensure the accuracy of information.
- Performs cancellations of backordered items during reconciliation process reviews and 3PL cancellations of sold-out orders.
- Offers support to Asset Protection Division, Code S; Store Operations Division, Code N; and Code M personnel for support requests made via electronic submission systems and phone calls.
- Supports Code S efforts, including Code SBI (Security Background Investigations), Code S Operations, and investigative projects as assigned. Enters information into various systems, including APIS, DISS, and other specialized databases.
- Works various schedules, including nights and weekends, regularly to ensure mission requirements are met.
- Develops a strong working knowledge of Microsoft Office tools, Kount, e-Commerce exception-based reporting, and other Code S-related systems. Performs other related duties as assigned.
This is a non-critical, sensitive national security position. The incumbent must receive and maintain a favorably adjudicated Tier 3 or equivalent Personnel Security investigation, granting eligibility for assignment and retention in a sensitive national security position. Failure to do so may result in termination of employment.
A total of 2 years consisting of the following: General Experience: One year of experience gained in the customer contact center, administrative, investigative, or loss prevention fields, which enabled the applicant to develop skills in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.
Or
Substitution of Education for Experience: One year of related academic study above the high school level may be substituted for nine months of experience, up to a maximum of a four-year bachelor's degree, for three years of general knowledge.
And
Specialized Experience : One year of progressively responsible experience in an e-Commerce OMNI-Channel environment involving analytical planning, advisory, operational, or evaluative security investigation work, internal review and control techniques, reducing and controlling inventory shrink, and proficiency in MS Office. This experience may include prior experience in basic fraud review of e-Commerce OMNI-Channel transactions utilizing NEXCOM tools, including OMS, Kount, and other supporting tools as needed to prevent fraud exposure for the NEXCOM enterprise or similar corporate environment.
Job Tags
Immediate start, Night shift,