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eCommerce Fraud Specialist

2 months ago

Philadelphia, Pennsylvania, United States Universal Music Group Full time

About Us:
Universal Music Group (UMG) stands as the premier music enterprise globally, dedicated to artistry, innovation, and entrepreneurship. Our extensive portfolio encompasses recorded music, music publishing, merchandising, and audiovisual content across over 60 nations. We are committed to discovering and nurturing recording artists and songwriters, producing, distributing, and promoting music that resonates with fans worldwide.

Role Overview:
UMG eCommerce & Label Services is on the lookout for a diligent and detail-oriented Fraud Analyst to join our eCommerce Fan Services and Customer Support Department. This position plays a pivotal role in scrutinizing fraudulent transactions and disputes, alongside liaising with financial institutions. The successful candidate will meticulously document transaction details for all disputes and will thrive in a communicative and resourceful environment, collaborating closely with the Senior Fraud Analyst and Customer Service teams.

Key Responsibilities:

  • Examine fraud-related datasets, ranging from thousands to millions of records.
  • Conduct in-depth analyses of significant or randomly selected fraud cases to ascertain the circumstances, annotate findings, and pinpoint areas for system or process enhancements.
  • Work in tandem with colleagues, vendors, and various departments to uncover fraud vulnerabilities, methods, and trends, coordinating fraud-related strategies and processes.
  • Engage in and implement procedures for reissuing compromised cards during extensive data breaches.
  • Report suspicious activities as mandated.
  • Monitor transactions, analyze data, and implement modifications to ensure safe online practices.
  • Directly communicate with banks to resolve chargeback disputes across numerous online platforms.
  • Accurately log all dispute details within various system tools.
  • Review and export fraudulent order holds daily.
  • Maintain courteous and precise communication with customers and internal UMG staff to address inquiries while meeting service level expectations.
  • Adhere to Customer Service policies, ensuring refunds are processed within confirmed SLA timeframes.
  • Participate in regular project assignments, completions, and reviews with the Refunds Team.
  • Support Customer Service initiatives or other tasks as required.
  • Uphold the E-Commerce and Merchandising department's policies as outlined in the UMG Customer Care Help Center.
Desired Qualifications:
  • Exceptional verbal and written communication skills.
  • Adept at recognizing trends and situations warranting escalation.
  • Independent thinker capable of making informed decisions based on situational analysis.
  • Excellent follow-up skills with a commitment to fulfilling obligations.
  • Results-driven, resourceful, and efficient.
  • Strong work ethic, motivated, positive demeanor, and a team-oriented approach.
  • Ability to analyze and report on trends and issues effectively.
  • Proficient in computer skills, including Microsoft Office and internet research.
  • High School Diploma / GED or equivalent; some college experience preferred.
Benefits:
  • Become part of a global organization that values authenticity, creativity, relationships, and a competitive spirit.
  • Comprehensive medical, dental, vision, and FSA options, including:
    • 100% coverage for outpatient mental health services.
    • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and more (up to $720/year).
    • A lifetime fertility support allowance of $30,000 for eligible participants.
    • Student Loan Repayment Assistance and Tuition Reimbursement.
    • 100% immediately vested 401(k) match on the first 5% of contributions on eligible compensation.
  • Flexible time-off options, including:
    • Flexible Paid Time Off (PTO) for exempt employees.
    • 3 weeks of PTO for non-exempt employees.
    • 2 weeks of paid Winter Break.
    • 10 Company Holidays, including Juneteenth and Wellbeing Day.
    • Summer Fridays (between Memorial Day and Labor Day).
    • Generous paid parental leave for all types of parents.

Disclaimer: This job description serves as an overview of responsibilities that may evolve over time.
Universal Music Group is an Equal Opportunity Employer.
We participate in E-Verify in select states.