• Fraud & Risk Analyst

    Location UK-London
    Posted Date 2 weeks ago(04/01/2019 16:01)
    Job ID
    2019-6340
    # of Openings
    1
    Store Name
    AllSaints Studios East London – London
    Department
    Customer Experience
  • WHAT WILL I BE DOING?

    As a 24/7 365 global business offering 7 day a week digital fraud support, we are looking for a Fraud & Risk Analyst to join our day shift team based in our East London Studios. The ideal candidate will have experience of working in an ecommerce environment handling digital fraud cases and order screening, as well as an operational understanding of Profit Protection and Fraud Prevention. You will be working in full partnership with the Global Customer Experience team to resolve customer queries and payment issues, Profit Protection and Finance teams, as well as external business partners. This is a shift based role including weekends, evenings and bank holidays on a rotational basis.

     

    WHAT I WILL BE DOING?

     

    • Reviewing and screening online customers orders to deliver a seamless fraud prevention experience
    • Identifying suspicious trends or activities internally and externally
    • Resolving issues with customers over telephone or e-mail, including complaints.
    • Compiling reports on levels of fraud in business to management.
    • Processing digital chargebacks, store double charges and supporting with payment related queries
    • Review and minimise chargeback and rejection rates.
    • Processing and owning lost in transit claims and refunds
    • Weekly audits of payment activity within Customer Experience team
    • Ability to train and develop the wider team and seasonal team members
    • Maintaining positive working relationships with 3rd parties and escalating customer service issues
    • Assisting with suggestions for continually redefining the Fraud Prevention business rules
    • Attending and contributing to team meetings with Global Customer Experience management, including huddles
    • Supporting and upholding relevant business policies and procedures.
    • Supporting the business in reducing risk and revenue loss across multiple sectors
    • Overseeing and conducting internal audits regarding payment, refunds, goodwill, promotional codes and courier activity

    WHAT SKILLS DO I NEED FOR THE ROLE?

    • Experience in global fraud screening, payment exception and chargeback management within eCommerce industry.
    • Ideally 3-5 years work experience within ecommerce fraud industry
    • Ability to communicate fluently in written and spoken English plus a second language
    • Ability to handle difficult conversations and resolve swiftly and professionally
    • Natural confidence and strong customer experience skills
    • Strong time management skills with the ability to plan, prioritise and meet deadlines.
    • Tech-savvy, understands and embraces new systems, innovations and technology in the digital environment
    • Excellent working knowledge of Microsoft Office, Google Suite
    • Working knowledge of Cybersource, Experian, Emailage, 3DS, Amazon and PayPal preferred but not essential
    • Used to working in a high volume, fast paced ever changing department
    • Excellent problem solving skills – evidence of demonstrating innovative and methodical thinking

    A BIT ABOUT ALLSAINTS AND THE TEAM

    THE ALLSAINTS STORY


    The British fashion label AllSaints was founded in London in 1994, with the aim of creating fresh, innovative design, encompassing an ideology of reinventing the traditional standard. After the success of their menswear collection, the brand moved into womenswear; still created with the same design-led commitment to high-quality yet attitudinal clothing. Although still intrinsically an iconic British fashion brand,  AllSaints now acts as a progressively global brand, with 110 stores and concessions worldwide with a further 30 planned for 2013/14.
     
    The brand’s metropolitan location remains a key influence, proving to be an ever-evolving, creatively inspiring hub.  In 2005, AllSaints’ head offices were relocated to the Spitalfields neighbourhood of London, an area famed for its historic links to the fashion industry, and this artistically dynamic community is still home to the AllSaints HQ today.
     
    As the brand grows, so does its digital and online presence. AllSaints increasingly operates as a digital brand, creating music, film and art content available to view online at www.allsaints.com.  In 2013 the brand launched its own film production company, AllSaints Film. A further extension of their contribution to visual culture; AllSaints’ creative projects are a testament to their brand values of creative disruption, innovation, independence and individuality.

     

    BENEFITS OF JOINING THE TEAM
     
    Career development.  Your career matters to us and we will do what it takes to help you on your journey in life.  You’ll have to challenge yourself and your leadership.  The opportunities will be there.  You will need to know what to do to take them.
     
    In addition to this we offer competitive pay and benefits package that includes an amazing employee uniform allowance and discount.
     
    We are an Equal Opportunity employer and we very much look forward to hearing from you

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