Fraud Analyst H/F - Approach People Recruitment

Notre client est un groupe de luxe mondialement connu :

Backoffice Specialist and Fraud Analyst (service clients) - anglais bilingue (allemand ou Italien bilingue un vrai plus) - H/F

CDI base à La Défense.


Work hours span Monday to Saturday from 9 :30 to 19 :30 as part of a 35h/week schedule including 2 Saturdays per month.


We are currently seeking a Fraud Analyst who will report to a team manager as part of the EMEA Client Services team based in Paris to contribute as follows :


* Act as a brand ambassador for the group's renowned fashion brands

* Ensure adhesion to brands' ecommerce and retail policies

* Follow-up and liaise with other departments to meet client requests

* Understand individual and team KPIs


Main responsibilities :

* Manually review transactions in a dedicated review queue for fraudulent behaviour and identify trends

* Review, research and respond to chargeback inquiries

* Work closely with internal and external partners to monitor and manage fraud incidents

* Work closely with other members of the team to continuously improve internal processes whenever necessary

* Analyse chargebacks and fraudulent transactions in order to stop fraud patterns

* Dispute chargebacks of failed payments by providing documentation to the charging bank

* BE supportive of the Front office team to answer all questions related to ecommerce orders management

* Help manage the day to day operations by reviewing and processing all ecommerce orders and returns within reasonable delay

* Proactively take action on daily operations updates as needed (order and return management)


Desired experience :

* Minimum 2+ years of relevant experience in the Ecommerce fraud detection and prevention space. Customer focussed with demonstrated experience in excelling in a customer facing environment

* Experience with chargebacks or payments operations preferred.

* Effective verbal and written communication skills and the ability to interact professionally with a diverse group and support staff.

* Must BE highly organized and have a commitment to meet deadlines in a fast-paced environment.

* Self -starter; requires little to no supervision and comfortable taking initiative while quickly grasping concepts, processes and ideas.

* Strong attention to detail with a natural curiosity.

* General experience with Microsoft Office applications (Microsoft Word, Excel).

* Experience with Cybersource Decision Manager a plus

* Fluency in French and English highly preferred

* Strong organisational skills with ability to orchestrate multiple activities and tools at once

* Able maintain a positive attitude and work quickly and efficiently a fast-paced, performance-based environment

* Ability to understand complex processes

* Strong team player

Daily missions :
* Manually review transactions in a dedicated review queue for fraudulent behaviour (Adyen/Cybersource)
* Review the daily Order Report and take necessary actions to allow a seamless order flow, this includes but is not limited to : keeping track of blocked orders in backorder status, liaise with the respective brand for expected release dates and stock management, track and manage unpaid orders and ensure fraud reviews are performed within a reasonable timeframe
* Keep track of preorders, especially concerning their payment status and follow up with clients in case of expired authorisations
* Ensure that payment authorisations have been successfully reversed for cancelled orders
* Review the daily Courier Report (DHL/UPS) and actively communicate with the Ops Backoffice team to ensure each parcel reaches its destination
* Inform Front Office advisors accordingly in case any additional actions need to BE taken regarding a shipment that concerns one of their courier investigations
* Ensure that the internal tracker for courier investigations is kept up to date and insert the specific outcome per claim
* Manage client queries related to courier feedback, known as Narvar, in line with brand guidelines