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eCommerce Fraud Prevention Specialist

2 months ago

Philadelphia, Pennsylvania, United States Universal Music Group Full time

At Universal Music Group, we are at the forefront of the music industry, committed to artistry, innovation, and entrepreneurship. Our diverse portfolio includes recorded music, music publishing, merchandising, and audiovisual content across more than 60 countries. We take pride in identifying and nurturing talent while delivering exceptional music experiences to fans worldwide.

Role Overview:

We are seeking a detail-oriented and proactive Fraud Analyst to join our eCommerce Fan Services and Customer Support Department. This position is pivotal in scrutinizing fraudulent transactions and managing disputes 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 extensive fraud-related datasets, ranging from thousands to millions of records.
  • Conduct in-depth analyses of significant or randomly selected fraud cases to ascertain the underlying issues, annotate findings, and pinpoint opportunities for system or process enhancements.
  • Work collaboratively with colleagues, vendors, and various departments to uncover fraud vulnerabilities, methods, and trends, and to synchronize fraud-related processes and strategies.
  • Participate in the reissuance of compromised cards following large-scale data breaches.
  • Report any suspicious activities as necessary.
  • Monitor transactions, analyze data, and implement changes to ensure safe online practices.
  • Engage directly with banks to resolve chargeback disputes across a wide array of online stores.
  • Accurately log all dispute details within various system tools.
  • Review and export fraudulent order holds on a daily basis.
  • Communicate effectively and courteously with customers and internal UMG staff to address inquiries while maintaining service level expectations.
  • Adhere to Customer Service policies, ensuring refunds are processed within established SLA timeframes.
  • Contribute to regular project assignments, completions, and reviews with the Refunds Team.
  • Support Customer Service initiatives or other tasks as required.
  • Uphold the policies of the E-Commerce and Merchandising department as outlined in the UMG Customer Care Help Center.
Desired Skills and Attributes:
  • Exceptional verbal and written communication skills.
  • A keen ability to identify trends and situations warranting escalation.
  • Independent decision-maker, capable of making informed choices based on circumstances.
  • Strong follow-up skills with a commitment to fulfilling obligations.
  • Results-driven, resourceful, and efficient.
  • Strong work ethic, highly motivated, and a collaborative team player.
  • Proficient in analyzing and reporting on trends and issues.
  • Strong computer skills, including proficiency in Microsoft Office and internet research.
  • High School Diploma / GED or equivalent; some college education preferred.
Benefits:
  • Be part of a dynamic, global organization that values authenticity, creativity, 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 participants.
    • Student Loan Repayment Assistance and Tuition Reimbursement.
    • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation.
  • Flexible time-off options, 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 all types of parents.

For a comprehensive overview of our benefits, please visit the Perks Playlist page on our career site.

Disclaimer: This job description provides an overview of responsibilities that may change.

Universal Music Group is an Equal Opportunity Employer.

We participate in E-Verify in certain states.