Supervisor, Fraud Prevention

POSITION SUMMARY:

The Supervisor, Fraud Prevention demonstrates strong knowledge of all fraud prevention operations in direct-to-consumer order platforms as well as omni-channel chargeback operations. This role is vital to ensuring a legendary customer experience as inaccurate decisions have risk in eroding customer confidence and damaging the company brand. This position drives and prioritizes multiple projects, meets critical deadlines, and makes value-based decisions on unique situations while maintaining a high degree of accuracy, honesty, integrity, confidentially, and legendary customer service through all business channels. Regularly reviews case files and pulls data extracts to identify patterns to develop anti-fraud techniques, and update rules. Processes and evaluates chargeback data and delivers subject matter expertise to support the Fraud Prevention team.

ESSENTIAL FUNCTIONS:

Manages front line Fraud Prevention Specialists.

Conducts monthly statistical reviews to identify successes and opportunities for improvement.

Supports omni channel customers by reviewing, researching, and determining the appropriate response of dispute inquiries from cardholders, financial institutions, and internal departments.

Obtains the correct backup documentation required to successfully defend disputes with little supervision in a deadline driven environment.

Supports and/or leads investigations.

Conducts training sessions, providing team members with detailed, hands-on experiences as it relates to customer service issues and fraud screening.

Proactively identifies trends involving multiple chargebacks, bank alerts, orders and/or customer accounts during chargeback and manual review processing.

Coordinates system and user testing by participating in the creation of scripts to ensure all business requirements are tested and met. Reviews testing processes and results to ensure accuracy.

Ensures all business requirements are built, tested, and promoted into production. Supports various system modules by verifying results from configuration updates and testing activities in production and non-production environments.

Evaluates processes to identify efficiency gains and develop workforce optimization strategies.

ALL OTHER DUTIES AS ASSSIGNED

EXPERIENCE/QUALIFICATIONS:

Minimum Degree Required: Associate Degree

Preferred Degree: Bachelor's Degree

Years of experience: Two to five years in fraud prevention, asset protection, or investigations.

KNOWLEDGE, SKILLS, AND ABILITY:

Working knowledge of Office Productivity software (Microsoft Word, Excel, Access, Visio) and knowledge of general office practices and procedures

General understanding of cross-functional business processes and high-level knowledge of system / application architecture

Ability to function as a team player and communicate with all levels of employees - end-users, co-workers, IT personnel, and various business contacts in a courteous and professional manner that results in strong working relationships

Ability to organize, and follow-up on multiple projects of varying priorities

Ability to utilize strong judgment and act independently to make decisions

Strong decision making skills, is self-motivated, maintains composure when faced with challenges, highly organized, prioritizes work and capable of multi- tasking

Excellent verbal and written communication skills

Ability to adapt to change in a fast paced, deadline oriented environment

TRAVEL REQUIREMENTS:

N/A

PHYSICAL REQUIREMENTS:

Regular computer work and sitting.

Occasional walking and standing.

INDEPENDENT JUDGEMENT:

Performs duties within scope of general company policies, procedures, and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.

Full Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

Medical

Dental

Vision

Health Savings Account

Flexible Spending Account

Voluntary benefits

401k Retirement Savings

Paid holidays

Paid vacation

Paid sick time

Bass Pro Cares Fund

And more!

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at Pro Shops

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