Specialist, Order Analysis

• Assures timely processing and minimization of fraud by using sound judgment and making informed decisions in order to minimize chargebacks while maximizing revenue.
• Assures efficient handling and judgment of consumer refunds, check approvals and incident escalations by effectively researching consumer issues with accurate and timely resolutions.
• Assures monitoring, coordination and review of back office workflow with integrity to achieve efficient resolution of consumer issues.
• Assures partnership and collaboration with Retail, IT, D2C and Warehouse to improve the customer experience.

• Reviews and researches when necessary, suspended online orders to determine level of risk for fraud to approve or cancel orders.
• Fraud data manipulation to identify trends as needed.

• Acts as liaison with DC’s, peers and leadership by communicating fraud trends and sharing ideas and information.
• Adheres to credit card compliance (PCI) policy.
• Trains and coaches team members as needed.
• Coordinates workflow of back-office procedures to maintain efficient handling to meet service levels.
• Handles escalation and other incident tickets swiftly and accurately.

• Contacts stores and/or warehouses to resolve issues that are affecting the delivering of product to the customer.
• Regularly evaluates processes, challenges the norm and recommends improvements.
• Proactively sharing knowledge and expertise across teams and partners.
• Displays strong ethical and reason-based judgment and manages information with integrity.
• Handles incoming calls/emails as business needs require.

• Forthcoming and communicates observed productivity and business opportunities with Supervisor.
• Acts as backup to Assistant Manager Operations Support as needed.

• High School Diploma, some college courses

• OTHER:
  This position requires criminal and credit background check
• Order Analysis Representative experience preferred
• Excellent written and verbal communication
• Strong logical reasoning and problem solving skills
• Attention to detail and ability to dig to root cause

• Excellent organizational skills, time management skills and ability to multi-task
• Persistent and inquisitive personality with strong interpersonal skills
• Naturally takes initiative and accountable
• Ability to work in a high pace environment
• Leadership skills and ability to speak candidly at all levels of management

• Must be resourceful
• Microsoft Office , Incident Tickets, intermediate excel preferred

Office/Cubicle