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Company Overview


Belk, Inc. is the nation's largest privately owned department store company with more than 300 fashion department stores in 16 contiguous Southern states and sales totaling $3.8 billion in its past fiscal year. The company seeks to be the department store of choice in each community it serves by providing superior service and merchandise that meets customers' needs for fashion, value and quality.

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Customer Service / Fraud Analyst    Apply for this job now!

Job Description

Belk Corporate Offices is seeking a Customer Service / Fraud Analyst for eCommerce. 

 

This position has two primary roles:  1) to identify, research, and validate eCommerce sales transactions for potential risk/fraudulent web-oriented activities and 2) to review and resolve escalated eCommerce customer service issues

 

The major responsibilities for customer service include: 1) the daily review of escalated customer issues, not resolved by the eCommerce Call Center.  The candidate will be responsible for the resolution of these issues, direction to the Call Center management team for future occurrences, along with direct personal customer contact/interaction; 2) the daily review of escalated customer emails, sent to Belk.com, not resolved by the eCommerce Call Center; 3) participation in the weekly calibration/agent review calls at the Call Center, as well as, the ability to give constructive feedback to the agents and management staff at the center

 

 

The major responsibilities for fraud mitigation and support include:  the daily on-line review/approval of Belk.com purchase transactions; the maintenance, control and review of all fraud parameter-based rules through the utilization of a fraud scoring system for customer purchase orders.  Some of the key parameter based rules are centered on address verification, high-risk product categories, order creation times, credit card types, IP addresses, international purchase order requests, etc. This candidate will also support and maintain the “negative and positive" customer on-line file, as they relate to key criteria—credit card numbers, credit card charge-backs, valid phone numbers, customer names, email and mailing addresses, ship-to addresses, etc.  The candidate will also support the identification of key fraud trends and prevention; and the day-to day interaction with GE Credit and other major credit card institutions, concerning web-based fraud activity



Job Requirements

Education & Experience:

4 Year Degree Required with preferred customer service experience and fraud mitigation

 

System Proficiencies: 

Word, Excel, Access Data Base, Internet Applications, and Power Point

 

Behavioral Traits:

Analytical, Organized, Confident, Very strong communication skills, Customer-focused, Able to perform multiple tasks simultaneously in stressful customer- sensitive situations, Able to problem solve quickly, Must possess a pro-active approach to business, Extremely discreet and trust-worthy with private customer information, and able to work in a very confidential secured environment

  

Management Practices & Business Applications:

Ability to work independently, High degree of initiative, and always customer- focused and sales-oriented.  This position is salaried, and may require weekend work, especially during peak sale periods and the holiday 4th quarter. 

  

External Relationships:

Work with a third-party fraud service provider on a daily basis, Work with credit card companies (Visa, Mastercard, Amex, Discover, GE) to understand fraud dynamics, share best practices, and implement new approaches for managing and reducing fraud.

Also work daily with the Belk.com Call Center, both agents and the management team to better serve customers, resolve issues, reduce customer appeasements and drive sales

The candidate will also have daily direct interaction with Belk customers

 

Internal Relationships:

Supports the total eCommerce team with the identification of customer issues, system defects, potential fraud issues, and more

 

 

     Apply for this job now!


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