Ecommerce Fraud Prevention Supervisor

Discovery is at the core of everything we do - whether it’s a great value, incredible style, or building long-lasting partnerships with people around the world. That’s what makes TJX different. You can find it all across our brands: TJ Maxx, Marshalls, HomeGoods, Sierra, and Homesense. Every one of our brands has one thing in common: environments that are always changing. That’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships, and even about yourself. Come discover what different can mean for you.

Posting Notes: 300 Value Way Marlborough MA 01752 

The position will be responsible for minimizing eCommerce fraud losses and protecting the Company brand image by supporting the development of the eCommerce Fraud Prevention Team, and enhancing the online experience for our customers by ensuring that the Team meets or exceeds service levels for manual reviews,  chargebacks, and all other related tasks. The Associate will work within the Loss Prevention Team and collaborate with internal and external partners including Digital Customer Service, IT, Payments and Finance to drive program enhancements to improve the overall effectiveness of the Team.

Responsibilities

• Coach and develop eCommerce Fraud Prevention Specialists on all policies and procedures related to manual fraud reviews, chargeback prevention/response, ServiceNow tickets and fraud alerts.
• Conduct regular audits of work performed by each Specialist, document the results and review regularly with the Specialist and Manager of.
• Daily supervision of the Team, to include scheduling, PTO/time keeping, prioritization of tasks and subsequent follow up/reprioritization as appropriate.
• Facilitate resolution of system access/issues to ensure Specialists can work effectively.
• Manage customer escalations to ensure timely response.
• Build/maintain effective relationships with internal and external business partners.
• Run and analyze monthly reports relative to the effectiveness of the program; to include tracking sales, chargebacks, fraud prevention, order volume, review rate, customer validations, etc..
• Run and analyze monthly reports relative to the effectiveness of the Team; to include tracking by Specialist - orders reviewed, review rate, fraud rate, chargeback rate, and others as required.
• Analyze program data to identify potential process changes or enhancement requests; work with internal partners to justify, prioritize and implement with a focus on consistency across brands.
• Analyze rule performance; recommend modifications or enhancements to reduce friction or increase fraud prevention.
• Identify fraudulent schemes through queue review/pattern recognition, analyzing suspicious consumer behavior etc.
• Participate in sourcing, justifying and implementing new or additional tools and 3rd party partners to improve the effectiveness of the fraud program and improve the customer experience.
• Support implementation of strategies approved by Team Leadership to achieve annual goals.
• Participate in recruiting, interviewing, onboarding and training new Team members as necessary.
• Perform other duties as assigned.

Requirements

• 4 year College Degree or Equivalent Experience; Criminal Justice and Psychology majors preferred
• 5 years’ experience in eCommerce Fraud Prevention, including 2-3 years supervisory experience
• Proven ability to work with multiple Teams to achieve goals in a fast paced environment
• Thorough knowledge of eCommerce processes, procedures and tools
• Excellent customer service, oral and written communication skills
• Strong analytical and computer skills, proficient in Word, Excel and PowerPoint as well as internet searches, web based portals, etc.
• Ability to influence others and build effective partnerships to work as a team
• Ability to see and think in terms of the “big picture”
• Natural curiosity
• Pattern recognition
• Ability to work in the gray

This position has a starting salary range of $60,499.92 to $75,600.20 per year. 

Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. 

Discover Different at TJX means opportunity, teamwork, and career growth. That’s why working here is so much more than a job. When you’re a part of our TJX family, you have the full support of a diverse, close-knit group of people that work together to deliver the best value and style in the business. Our inventory is always changing and our approach is continually evolving, which means every day is another chance to Discover Different.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

 Posting Notes: 300 Value Way Marlborough MA 01752