Omni-Channel Fraud Manager

Position Overview

Develops and implements strategies and procedures for reviewing internal or external inquiries and identifying fraudulent transactions. Analyzes trends to identify emerging fraudulent schemes or risks; recommends proactive, preventive measures to reduce exposure and limit the organization's liability. Approves the resolution of issues by returning funds, or directs employees to escalate more complex investigations.

 

 

 

Position Details

Work Environment:

At Duluth Trading Company, we value face-to-face interactions that foster our culture of learning, creativity, and teamwork. The role is based at our headquarters near Madison, WI. You will work in the office Monday through Thursday, with the option to work from home on Fridays if you prefer.

 

What You’ll Do: 

• Works cross-functionally with the IT Department, Store Operations, Finance, Customer Care, and our fraud solution vendors to minimize losses due to fraudulent on-line activity
• Review new business initiatives and recommend fraud mitigation strategies during planning and design phases
• Monitors the monthly credit card chargeback report and works with cross-functional partners to develop solutions to reduce the loss
• Prepare and submit compelling evidence packages to financial institutions for fraud chargeback disputes
• Investigates web orders placed on fraud hold and provides recommendations on legitimacy
• Investigates fraudulent reward activity, abuse of refunding policies, gift card fraud, and disingenuous customer insults
• Research & investigate return and replacement and other customer concessions exceptions reporting
• Coordinate efforts with the fraud solution provider
  • Assist with the integration and deployment of our Exception Based Reporting system, including advising on information required to build queries and reporting
  • Provide subject matter expertise in fraud analytics
  • Develop ad-hoc queries and reporting
• Provide recommendations around:
  • Operational process changes or improvements
  • Fraud reduction measures
  • System improvements to reduce fraud
• Case management and retention
• Provide monthly reporting on results and findings
• Work with the Finance team to investigate bad debts
• Monitor online marketplaces for copyright infringement or fraudulent activity
  • Report findings for review
  • File copyright and verified rights violations within terms of marketplaces
• Educate self on current fraud and loss trends in the retail market.  Network with nationally recognized fraud mitigation groups and alliances
• Develops reporting on on-line fraud activity and bad debt data
• Assists in Agilence reviews and investigations

What We’re Looking For:

• Bachelor’s Degree, or equivalent experience in finance, accounting, forensics, criminal justice, or computer science - Equivalent work experience will be considered
• Years of Experience: 7+
• Years of Management Experience: 1+
• Experience handling chargebacks, retrieval requests, dispute resolution, and card compliance processes.
• Experience with EBR tools, including building queries and interpreting the output
• Experience developing reporting and presenting findings to cross-functional groups
• Knowledge of Microsoft Dynamics AX and the Agilence EBR tool a decided plus
• A strong background in trend analysis and margin erosion detection
• Able to communicate well across functions
• Highly organized and able to manage several concurrent projects
• Preferred experience with Adyen (payment processor)
• Supervisory experience
• Authorization to work in the United States without sponsorship

 

Physical Environment & Travel Expectations

• Travel is required for less than 10% of company-related meetings, programs, and/or events
• Sitting is required for 90% of working hours
• Standing is required for 10% of working hours
• Continuous arm, hand, and wrist movement (ie: typing)
• Occasional reaching, twisting, and bending
• Noise level no greater than casual conversation
• Ability to perform work in cubicle workstations or an office setting
• Work in temperatures ranging from 65 - 75 degrees

 

Duluth Headquarters Benefits and Perks

Our pursuit of a better way isn't just about our products—it's about our people too.  That's why our Dam Good Crew enjoys a comprehensive benefits package, designed to support their well-being and success.<