Fraud Investigator - Remote

The Credit Fraud Team helps protect our customers from all aspects of fraudulent activity on their accounts. They do this by leveraging industry standard fraud detection tools, real-time data and, most importantly, well-honed critical thinking skills, excellent “in the moment” decision making ability and exceptional customer service. Fraud investigators must work independently and have precise written and verbal communication skills. Additionally, the qualifications include the ability to conduct interviews, collect, organize, document, and preserve evidence and relay the outcome to the customer in a professional and objective manner; and therefore must be able to listen carefully, and speak clearly, precisely, and objectively with a focus on bringing the ‘Nordstrom customer experience’ no matter the outcome of the investigation.

An ideal candidate is caring and compassionate, enthusiastic, solution-oriented, and committed to keeping customer satisfaction and outstanding Nordstrom customer service at the core of every decision.

KEY RESPONSIBILITIES:

• Ability to navigate between calls, computer systems & other work priorities
• Provide support via, phone, chat and/or email to our operation partners for all Fraud related needs
• Ownership & management of end to end processing for various Fraud tasks as assigned (queues, reports, Visa Online (VROL), etc.)
• Investigate and resolve a high volume of Nordstrom Card Services Inc (NCSI) fraud cases within the First Track case management system.
• Advocate for our customers when they experience fraud; provide education and support
• Communication with leadership on trends and issues
• Responsible for adhering to all NCSI procedures and especially those involving Federal and State compliance regulations including but not limited to Reg Z – Truth in Lending Act, Reg E – Electronic Funds Transfer Act as well as any Consumer Protection Acts (FCRA, ECOA, etc.)
• Flexible to work various work schedules based on hours of operation

CORE COMPETENCIES:

• Drives Results: Persists in accomplishing objectives, even under tough circumstances. Has a track record of successfully achieving priorities.
• Builds Trust: Gains the confidence and trust of others through honesty, integrity and authenticity.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.

FUNCTIONAL COMPETENCIES:

• Strong Critical Thinking
• Excellent Communication Skills (Written & Verbal)
• Strong Regulatory Knowledge of Fraud Investigations regulations and law
• Ability to work independently and determine priority of work
• Excellent Attention to Detail

QUALIFICATIONS:

• Ability to handle a high volume of work with detail and accuracy, while delivering excellent customer experience and advocacy
• Passion for providing excellent customer service to internal & external customers and to teammates
• Ability to be flexible, deal with frequent interruptions and changing priorities
• Intermediate knowledge of Microsoft Office
• Excellent verbal and written communication skills
• Minimum of 1 year Disputes Specialist and/or Fraud experience is preferred.
• Displays initiative, curiosity, acts pro-actively, and employs creativity to find solutions to complex problems
• Strong organizational and time management skills; able to manage priorities and assigned tasks
• Banking experience and/or Fraud research experience preferred
• 1 year of Nordstrom Card Services experience required
• Strong ability to work independently, while remaining resourceful and efficient
• A talent for critical thinking, attention to detail and problem solving