Overview:
REI Co-op works together to find better ways to work. The goal is to help people enjoy the outdoors. Working for the co-op means doing your best work. Support is given to help you live your best life. You also help shape the future of the outdoors for people and the planet.
This job contributes to REI’s success by monitoring customer purchase activity on REI’s eCommerce platforms (REI.com and Call Center) to prevent losses incurred due to Card Not Present (CNP) fraud (credit card, gift card), account takeover, and policy abuse (reselling, coupon/promotional fraud). The position monitors eCommerce and POS transactions using a variety of tools to detect fraudulent activity while ensuring that legitimate customer traffic proceeds to order fulfillment. Primary responsibilities include manual order review, internal referrals from Sales & Customer Support, contacting customers to validate transaction legitimacy, chargeback disputes and collections. Models and acts in accordance with REI’s guiding values and mission.
Responsibilities:
Responsibilities
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Delivers task-based operational objectives such as reviewing REI’s transactions for potential fraud and abuse, ensuring minimal impact to the co-op due to financial losses.
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Monitors real-time queues for fraud, including Gift Cards order, BOPUS, RSPU, International, Expedited and Corporate and Group Sales transactions.
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Determines legitimacy of orders using rules-based risk screening, transactional details, email/social media footprint and activity, IP/Device information, payment details etc.
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Identifies, analyzes, and investigates fraud patterns such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks.
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Supports Sales & Customer Support (SCS) team to investigate and resolve inquiries on suspicious digital transactions.
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Validates legitimate activity and provides excellent customer service as needed. Diffuses escalated fraud, abuse, and payment situations with tact and diplomacy.
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Meets all Service Level Agreements (SLAs) within manual order review queue and referral/email contacts for internal partners and customers.
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Responsible for end-to-end dispute and chargeback functions.
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Is aware of and complies with all chargeback/dispute industry regulations.
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Creates and submits GL account entries to correct appropriate bad debt accounts.
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Provides training to new or entry level teammates.
- Ensures appropriate confidentiality and PCI-DSS adherence in all communications and interactions.
- Recognizes and communicates process improvements/fraud mitigation strategies.
- Communicates with other teams including SCS, Stores, and DCs.
- Other duties/special projects as assigned.
- Ability to work four, ten-hour shifts per week, including at least one weekend day.
Preferred Qualifications
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Experience with Microsoft 365 applications, including MS Excel.
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1+ year experience in eCommerce asset protection, fraud prevention, customer service, banking industry or equivalent.
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Bachelor’s degree in criminal justice, forensic accounting, or other finance/asset protection field.
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Professional Industry certifications: LPC, LPQ, CFI, FPSS etc.
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Working knowledge of systems including COM/SOM, CSA, OSI, and EJ.
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Knowledge of fraud detection systems and tools.
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Ability to effectively perform external customer investigations using available tools.
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In depth knowledge of chargeback/dispute resolution lifecycle.
Closing:
At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.
Pay Transparency
We are committed to practices that promote pay equity and transparency. 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.
REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.
Base Pay Range: $20.38 - $28.56 per hour
