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Overview

This job contributes to REI’s success by monitoring purchase activity across both REI’s eCommerce and Brick & Mortar channels. Omni-Channel Fraud Analysts will investigate and prevent losses incurred from various types of internal and external fraud/abuse, including but not limited to: both card not present and point of sale tender fraud (credit card, gift card, counterfeit currency), account takeover, return fraud/abuse, delivery error fraud, discount fraud/abuse, theft (merchandise, cash, cargo, etc.), and reselling. The position monitors eCommerce and POS transactions using a variety of tools, reporting, and analytics to detect and investigate fraudulent activity trends. Primary responsibilities include fraud trend identification, investigations (Returns, DNR, Digital, Brick & Mortar), and manual order review. Models and acts in accordance with REI’s guiding values and mission.

Responsibilities and Qualifications

Your Planning & Navigating Requirements

+ Utilizes advanced analytical tools and techniques to examine large datasets, identifying trends and anomalies indicative of fraudulent behavior.

+ Leads complex internal/external investigations to identify fraud/abuse creating loss to the co-op.

+ Conducts comprehensive risk assessments to identify vulnerabilities within the organization's systems and processes, recommending mitigation strategies.

+ Supports Asset Protection field teams to provide information and input on both internal and external investigations.

+ Supports Sales & Customer Support (SCS) teams to investigate and resolve inquiries on suspicious digital transactions.

+ Uses SQL, SAS, Python, R and other advanced reporting tools to review REI’s data for potential fraud and abuse patterns, ensuring minimal impact to the co-op due to financial losses.

+ Performs analysis on rules-based scoring system to ensure effectiveness of rules and prevent delay of non-fraud transactions.

+ Monitors real-time online queues for fraud, determining if transactions should be allowed or rejected.

+ Determines legitimacy of online transactions using rules-based risk screening, transactional details, email/social media footprint and activity, IP/Device information, payment details etc. May also rely on ad hoc online research including address validation tools.

+ Identifies and investigates fraudulent attack vectors such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks.

+ Meets all Service Level Agreements (SLAs) within manual order review queue and referral/email contacts for internal partners and customers.

+ Documents and maintains operating procedures and other team resources as needed

+ Ensures appropriate confidentiality and PCI-DSS adherence in all communications and interactions.

+ Recognizes and communicates process improvements/fraud mitigation strategies. Utilizes LEAN principles as appropriate. Leads Great Operators improvement projects.

+ Work closely with cross-functional teams, including compliance, fraud investigations, operations, and technology departments, to ensure effective coordination and information sharing regarding fraud-related activities.

+ Other duties/special projects as assigned.

+ Ability to work four, ten-hour shifts per week, including at least one weekend day. Shift times may include early mornings or late evenings.

The 10+ Essentials

+ 7+ years’ experience in asset protection, banking, data analysis, or equivalent.

+ Bachelor’s degree in criminal justice, forensic accounting, finance, accounting, computer science or other finance/asset protection field of study preferred.

+ Professional Industry certifications: LPC, LPQ, CFI, FPSS etc.

+ Strong knowledge of Microsoft 365 applications, including intermediate/advanced Excel skill.

+ Experience using SQL, SAS, Python, or R to obtain data insights.

+ Knowledge of rule-based/machine learning fraud detection systems, including transaction review, advanced reporting, rule creation/maintenance, and analysis.

+ Experience performing internal/external investigations using all available tools, including online directories, social media, CCTV, and internal databases.

+ Experience identifying, tracking, and mitigating fraud/abuse trends .

+ Experience using exception-based reporting software.

+ Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.

+ Uses business knowledge, innovative thinking, and sound judgment to solve complex and broad problems

+ Consolidates information from various sources including feedback from others to reach sound decisions.

+ Considers the ultimate impact of decisions and actions on internal and external customers.

+ Clearly conveys and accurately receives information by a variety of methods and in various situations.

+ Acts upon opportunities and involves and influences others in the accomplishment of worthwhile organizational goals.

+ Strong ethical standards and integrity, with the ability to handle confidential information responsibly.

Physical Requirements

Core physical requirements can be determined by reviewing a Physical Capacity Worksheet (available in the HR Benefits Department).

Closing

**At REI, we believe the outdoors is for all.** We are committed to becoming a fully inclusive, anti-racist, multicultural organization (https://www.rei.com/newsroom/article/rei-antiracist-multicultural-fully-inclusive-commitment) . We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here (https://foryourbenefit-rei.com/) for a detailed overview of benefits plans by employee profile.

Pay Range

$24.86 - $37.31 per hour