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Fraud Analyst, eCommerce

3 months ago

Philadelphia, United States Universal Music Group Full time

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

UMG eCommerce & Label Services is seeking a motivated, detail driven Fraud Analyst to work within the eCommerce Fan Services and Customer Support Department in our headquarters in Philadelphia. This role is responsible for analyzing fraudulent orders and disputes and the accompanying communication with banks. This role records transaction details of all disputes filed and benefits from a communicative, resourceful mindset. They will work closely with the Sr. Fraud Analyst, Customer Service.

How you'll CREATE:

  • Analyze fraud-related datasets ranging from tens of thousands to hundreds of millions of records
  • Perform deep dives into large or randomly-sampled fraud cases to determine what happened, perform annotation, and identify opportunities to improve systems or processes
  • Collaborate with team members, vendors, and other departments to identify fraud vulnerabilities, methods, and trends, and to coordinate fraud-related processes and strategies
  • Engage in and implement processes for the reissuance of compromised cards in large data breaches
  • Report suspicious activity as required
  • Monitor activity, analyze data and implement changes for safe practice in online activity
  • Communicate directly with banks in resolving chargeback disputes for over 700 online stores
  • Log precise details of all disputes within various system tools
  • Export and review fraudulent order holds on a daily basis
  • Communicate courteously and accurately with customers and internal UMG employees to address any needs or questions while ensuring service level expectations are maintained
  • Meet Customer Service policy expectation of processing refunds within confirmed SLA timeframes
  • Partake in regular project assignment, completion, and review with the Refunds Team
  • Support Customer Service projects or other assignments as needed
  • Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center
Bring your VIBE:
  • Strong communication skills, both verbal and written.
  • Ability to recognize trends and situations that need to be escalated
  • Independent thinker; able to make meaningful decisions based on each situation.
  • Excellent follow-up skills and 100% follow through on commitments.
  • Result and action-oriented, resourceful and efficient
  • Strong work ethic, highly motivated, upbeat personality, team player.
  • Ability to analyze and report on trends and issues.
  • Strong computer skills; Microsoft Office, Internet search skills.
  • High School Diploma / GED or equivalent, some college preferred.
Perks Playlist:
  • Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
  • Comprehensive medical, dental, vision, and FSA options, as well as:
    • 100% coverage for out-patient mental health services
    • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
    • A lifetime fertility support allowance of $30,000 to plan participants
    • Student Loan Repayment Assistance and Tuition Reimbursement
    • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
  • Variety of ways to prioritize much-needed time away from work including:
    • Flexible Paid Time Off (PTO) for exempt employees
    • 3-weeks PTO for non-exempt employees
    • 2-weeks paid Winter Break
    • 10 Company Holidays (including Juneteenth and Wellbeing Day)
    • Summer Fridays (between Memorial Day and Labor Day)
    • Generous paid parental leave for every type of parent


Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:
eCommerce