MAIN PURPOSE
The Anti-Fraud Lead, part of the Richemont Finance Department, is specialized in detecting, preventing, and investigating fraudulent clients’ activities. The role involves analyzing suspicious behavior or patterns that might indicate fraud within Retail and E-Commerce, using various techniques, such as data analysis to detect and rules implementation to prevent (for payment) fraud.
KEY RESPONSIBILITIES
Fraud Analysis Retail and E-Commerce:
• Transaction monitoring for retail and online channels (deposit, transfer, and payment methods)
• Retail and E-Commerce payments analysis (product and brand targeted, method of payment etc..)
Monthly / Quarterly KPIs Reporting
• Proactively monitors real time queues and analyses of high-risk transactions from multiple points-of-sale within the Maisons;
• Independently determines if transactions are fraudulent and should be accepted or rejected.
• Establish and maintain service level agreements and guidelines for timely resolution of queued transactions to enable operation efficiency.
• Effectively communicates with Boutiques/Maisons, customers, banks, and law enforcement agencies.
• Effectively manages incoming communication via multiple channels (phone, email, and customer relationship management systems) from both the internal and external customers.
• Resolves all issues within established service level agreements.
• Established standards for customer service, and resolves minor issues with little or no supervision, and escalates complex issues as necessary.
• Respond to chargebacks and request for information (RFI) in accordance with card scheme regulations – Dispute management.
• Pro-actively managing the local relationship with vendors and external partners (PSP Retail and E-Commerce)
PROFILE
Education:
• Bachelor’s degree in Business Administration, Criminal Justice, or other related field. Licenses, Registration, or Certifications:
• CFE, IAFCI - Not mandatory, but advantageous.
Required Experience:
• 3 – 5 years of Debit/Credit card experience supporting an Omnichannel or Banking business.
• Knowledge of fraud detection software, tools, and strategies for preventing eCommerce fraud and mitigating risk.
• Knowledge of fraud management tool Forter or similar tool.
• Knowledge of the Payment Card Industry (PCI) Data Security Standard (DSS) regulations.
• Knowledge of Credit/Debit Card Regulations, the USA Patriot Act, and their direct impact on the processing and resolution of fraud claims.
• Proficiency with Microsoft Office Product Suite (Access, Excel, Outlook, PowerPoint, Word).
• Knowledge of database software and Customer Relationship Management (CRM) tools.
• Knowledge of Social Media channels (Facebook, Twitter, Blogs).
• Strong analytical and problem-solving skills.
• Strong negotiation skills.
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