Asset Protection/ Omni-Channel Fraud Trainee (Level I-Iii Progression)

Description - External

NOTE: This position is a three level progression beginning at the NF02 level going to the NF3C level.

Job Summary ASSET PROTECTION/ OMNI-CHANNEL FRAUD TRAINEE Level I

Under the general supervision of the Asset Protection Safety Manager Total Loss and Omni-Channel performs in a training capacity. Must complete basic Fraud Review of E-Commerce Omni-Channel transactions. Works with designated Asset Protection Safety personnel to learn and complete the required training outlined for the position. In a learning capacity assists higher graded Asset Protection Safety personnel in utilizing NEXCOM tools including OMS Kount and other supporting tools as needed to prevent fraud exposure for the NEXCOM Enterprise.

Job Summary ASSET PROTECTION/ OMNI-CHANNEL FRAUD TRAINEE Level II

Responsible for protecting NEXCOM's assets by analyzing e-commerce data, monitoring online trends, identifying e-com fraud, and assisting in resolving online investigations to minimize internal and external theft through transactional monitoring data to detect and prevent fraudulent activities, analyzing patterns of behavior to identify potential risks, and collaborating with cross-functional teams mitigate fraud.

Job Summary ASSET PROTECTION/ OMNI-CHANNEL FRAUD TRAINEE Level III

Responsible for identifying, investigating, and mitigating fraud risks across all NEXCOM's operations channels, including online and offline transactions and payments made through mobile devices, email, and social media. The role involves monitoring transactional data to detect and prevent fraudulent activities, analyzing patterns of behavior to identify potential risks, and collaborating with cross-functional teams to develop and implement strategies to prevent and mitigate fraud.

Duties and Responsibilities: 

Incumbent performs the following duties and responsibilities in a training/assistant capacity:

-  Fraud tool navigation. Review of fraud hold program, filtering the different areas for review, performing a fraud review of orders in the Hold queue, Reconciling orders between the fraud tool and order management system, and activating/deactivating rules in the fraud tool.

-  Verifies customer accounts, including new accounts, and reviews pre-existing accounts to ensure details are valid and they are authorized patrons.  

-  Review order details in the order management system and add/revise/remove order notes as needed.

-  Work with the Customer Service Center system and utilize the Customer account navigation to review/edit customer account notes.   

-  Supports Little Creek e-Commerce Return Center (LCERC) Web Returns email box responses (Sort and tagging of emails) and assists with maintaining the LCERC refund log.

-  Assist with supporting the Code M Loyalty Program by supporting data management efforts as directed to ensure the accuracy of information.

-  Review and process Customer Care Center (CCC) and Southeast Distribution Center (SEDC) refunds, including but not limited to processing a customer refund, processing appeasement to a customer's payment, and applying any additional charges to the customer's orders.

-  Assist with support to Asset Protection Division (Code S), Store Operations Division (Code N), and Code M personnel for Code S support requests made via electronic submissions systems and phone calls.     

-  Works various schedules, including nights and weekends, regularly to ensure mission requirements are met.  

-  Develop 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 to a sensitive national security position failure to do so may result in termination of employment.

NOTE: This position is a three level progression beginning at the NF02 level going to the NF3C level.

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 gain skills in dealing with others in person-to-person work relationships, and the ability to exercise mature judgment. 

Or

Substitution of education for experience:  Study completed in a college university or junior college above the high school level may be substituted based on a one-half academic year of study for six months of experience. At any level, specialized experience may be substituted for required general experience.

And

Level I

Specialized Experience:  One year of progressively responsible experience in a retail call center or in an e-Commerce/OMNI-Channel environment performing the kind of duties that constitute the position's principal work to be filled such as understanding of retail operations and fraud prevention techniques specific to the retail industry.

Level II

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. 

Level III

Specialized Experience: Two years of progressively responsible experience that include One year in an eCommerce/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 and at least one year involving e-commerce fraud and investigative trends analysis; exploratory data analysis using database analytics, SQL, OR similar programming languages to retrieve, merge, and harvest data from multiple sources or platforms. 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.