JOB SUMMARY Under general supervision, the Analyst, Loss Prevention - eCommerce Guest Facing is responsible for the analysis of the e-commerce data produced through the e-commerce fraud program for possible fraud, procedural violations, and training opportunities.  Their focus is to investigate and respond to Guest Service incidents in a timely manner.   
 
In all we do, we strive to uphold the company’s values in which we win together, give wow experiences, improve always, do what’s right, champion diversity and, love what we do and own what we do 
 
SCOPE OF RESPONSIBILITY  
 
PRINCIPAL JOB DUTIES & RESPONSIBILITIES (*Essential Functions)  1. Monitor Guest Service Queue and respond to tickets in a timely manner. 2. Partner with Guest Services, eCommerce, and Loyalty teams to resolve customer complaints related to eCommerce and develop processes and standards for responding to these escalations. 3. Review and Respond to C-Suite Guest Escalations related to loss prevention. 4. Review system-generated data to identify fraudulent orders accepted or rejected by system. 5. Report fraud system results to the business and prepare recommendations for future action.   6. Utilize tools as assigned to assist with internal investigations.  7. Review system-generated data to evaluate performance of fraud tool in preventing fraudulent transactions and limiting rejection of legitimate orders. 8. Make recommendations regarding the implementation of new rules. 
 
 

Requirements

JOB REQUIREMENTS  • Undergraduate degree (related field), accumulated 5 years of relevant work experience (or equivalent combination of education and relevant work experience). • 2-4 years’ experience with e-commerce systems, retail, and/or guest services including specific experience with fraud tools. • Use Microsoft tools to communicate information in concise, detailed, and accurate fashion. • Communicate information in oral form in concise, detailed, and accurate fashion. • Formulate Microsoft Excel spreadsheets to provide, from imported data, performance totals, averages, and other statistics.  • Knowledgeable about social engineering. • Use excellent analytical and related report development skills to interpret data and present summary conclusions in an understandable format. • Work independently using excellent prioritization skills to provide the business with productive analyses and useful problem solutions. 
 
PREFERRED OR SPECIAL POSITION REQUIREMENTS • Night and weekend scheduling flexibility. • Must be able to travel in town, and out of town, occasionally to attend training sessions and user conferences. 
 
WORKING CONDITIONS • Normal office demands 
 
 
DISCLAIMER – The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.