Fraud Investigation Specialist

2 months ago
Job ID

Job Description

Shopbop | East Dane, the leading online boutique for women’s and men’s fashion and an Amazon subsidiary, is seeking dedicated, hardworking and analytical candidates to join the Fraud Investigation Team. The Fraud Prevention Specialist is responsible for a wide range of duties related to the investigation and elimination of online e-Commerce risk.

Responsibilities include:
  • Initiate effective communications with customers, financial institutions, and cardholders as necessary for obtaining verification of information and handling chargebacks
  • Daily review and disposition of transactions flagged for investigation
  • Daily processing and documenting chargebacks
  • Continuously monitor the status of incoming orders requiring investigation
  • Utilize multiple internal email management applications to communicate with customers
  • Identify, document, and communicate detected fraud trends, suspicious transaction characteristics and patterns
  • Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
  • Work with customer service to address customer questions and concerns regarding an investigation
  • Manage and respond to escalations from internal and external parties with proper urgency and effective communication
  • Strict adherence to security protocol regarding company and customer data and related communications
  • Participate in ad hoc projects/assignments as necessary

Basic Qualifications

  • High school diploma or equivalent
  • 2+ years of experience in Customer Service or Investigations Specialist role
  • 1 year of experience relevant to risk management, fraud investigation, or financial analysis
  • Knowledge of credit card processing, payment fraud investigation, prevention techniques, and charge disputes preferred
  • Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external
  • Flexibility with full-time schedule, including shift assignments on weekends/evenings
  • Strong internet research, Microsoft Office (including Excel) experience and overall PC skills

Preferred Qualifications

  • Bachelor’s degree preferred
  • Knowledge of credit card processing, payment fraud investigation, prevention techniques, and chargeback processing
  • Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns
  • Ability to work independently, react quickly, and solve problems, utilizing the available resources
  • Self-disciplined, diligent, proactive and detail oriented
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
  • Ability to determine situational needs and provide appropriate solutions
About Shopbop | East Dane

Shopbop is the global online retail destination for style inspiration and discovery, offering women all over the world a comprehensive, hand-picked selection of ready-to-wear apparel and accessories from over 1,000 established and emerging designers. Shopbop debuts new arrivals, compelling editorial content and styling guidance daily. Launched in 2013, brother site East Dane, a division of BOP LLC, is the international online menswear resource featuring an unmatched selection from leading and up-and-coming labels as well as engaging editorials and a seamless shopping experience. Shopbop | East Dane provides world-class customer service, fast, free global shipping worldwide and free returns in the U.S. and Canada.

Shopbop | East Dane is at the intersection of e-commerce, fashion and technology. We promote a collaborative culture, as our teams cooperate across departments within Shopbop | East Dane and Amazon to continually innovate in an effort to better serve our global customer. You’ll work with big thinkers on projects that leave a mark on our organization, as well as on the broader technology, retail and fashion teams. Shopbop | East Dane is at the cutting edge of e-commerce, and we are driven to be the daily destination inspiring fashion worldwide, merging a comprehensive brand list and strong editorial perspective with an easy-to-shop, sure-to-delight user experience.

Acquired in 2006, BOP LLC is a subsidiary of, Inc., the world’s largest online retailer. Offering an enhanced customer experience, Shopbop | East Dane is a globally recognized and trusted fashion retailer that sells only quality, authentic contemporary and designer merchandise.

Shopbop | East Dane is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation
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