Contractors’ Warehouse —
FRAUD ANALYST

Position Purpose:

This position will be responsible for credit card fraud prevention activities for in-store and ecommerce sales. Core responsibilities will include performing order and customer verification for transactions deemed high-risk and responding to customer and store inquiries related to fraud prevention activities. Additional responsibilities will include monitoring order trends and providing feedback to management, performing quality assurance activities, conducting daily reconciliations of order review volumes, and assisting with investigations and other ad hoc requests.

To best support the needs of our customers and business partners, the expected working hours for this position are Sunday – Wednesday, 9AM – 8PM EST with a one-hour lunch and dinner break.  

Key Responsibilities:

• 30% Regular review of order chargeback trends to identify new fraud rules and/or fraud screening strategies. 10% of the time will consist of performing periodic QA reviews for orders worked by the offshore team.
• 20% Contact customer to investigate orders where an accept/reject decision cannot be made w/o contacting the customer. Also responsible for fielding calls from customers with orders that were rejected/canceled due to fraud suspicion.
• 30% Serve as escalation point of contact for "offshore" fraud team. "Onshore" fraud analysts will make the final decision on escalated orders when a decision cannot be made on whether to accept/reject an order flagged for manual fraud review.
• 10% Monitoring offshore team's service level agreement (SLA) performance. If the SLA is not being met, Analysts will perform "expedited reviews". Analysts will spend 5% of time fielding calls from store associates regarding phone sale issues.
• 10% Working cross-functionally with the Asset Protection, Pro, Store Operations and HD.com teams to investigate fraud cases, compromised myAccounts, ProXtra/PAA/T2C accounts, etc.

Direct Manager/Direct Reports:

• This position reports to the Manager of Credit Services.
• This position has no direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience in detecting potential fraud cases after reviewing trends and customer account activities

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Strong verbal and written communication skills; including customer service and interpersonal skills
• Strong analytical skills and problem solving skills
• Detailed oriented with an ability to think logically and reasonably