Fraud Research Specialist Jobs

The Fraud Research Specialist is responsible for validating orders placed by customers to ensure that they are legitimate. The specialist uses numerous web-based tools and platforms when researching orders as well as direct communication with customers, financial institutions, government agencies, and Office Depot Team members. The direct actions of this position prevent the company from losing millions of dollars due to chargeback claims by consumers. The position is also instrumental in building confidence within customers that their personal information is protected when shopping online at Office Depot.

Primary Responsibilities:

• Answer phones from customers on orders that need additional validation to ensure they are legitimate.
• Monitor and respond to a fraud issues mailbox.
• Investigate reports of suspicious online activity surfaced by Office Depo associates in stores, warehouses, call centers and corporate office.
• Run reports to identify fraud that may have passed the company’s online fraud mitigation tools.
• Review suspicious online transactions as flagged by our fraud mitigation system to determine if they are legitimate or fraudulent. This is done via a queue-based system with various SLA’s based on delivery method, time of day, and order type.
• Identify, investigate, and escalate frauds trends to management so that changes can be made to the fraud mitigation system preventing future losses.

Education & Experience

Level of Formal Education:

• High School diploma or equivalent edu preferred

Years of Experience:

• Minimum 1-3 years of experience in related field

Type of Experience:

• Fraud prevention, customer service, financial institution

Technical Competencies & Information Systems:

• MS Platform, Lexis, Ekata, Emailage, Accertify

Skills & Abilities:

• Ability to identify fraudulent transactions and validate customer information using online tools.

Language Skills:

• English – Spanish a plus

Personal Attributes & Other/Preferred:

• Team worker, ability to make decisions with ambiguous information.