OverviewREI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.
This job contributes to REI’s success by monitoring customer purchase activity on REI’s eCommerce platforms (REI.com and Call Center) as well as physical locations (stores, DCs, etc.) to prevent losses incurred due to fraudulent transactions and policy abuse (resellers, fraudulent insurance claims/returns, etc). The position monitors eCommerce and POS transactions using a variety of tools, reports, and advanced pattern analysis to detect fraudulent attacks while ensuring that legitimate customer traffic proceeds to order fulfillment. Transactions may also be validated through direct contacts with customers and their respective financial institutions. This position also protects REI’s assets by reviewing, representing, and resolving payment chargebacks and disputes for all card brands and payment types currently accepted at REI. Monitors REI systems for internal/employee fraud activities, including payment transactions, expenses, policy violations, and integrity issues, using a variety of tools and reports to detect and mitigate loss. Models and acts in accordance with REI’s guiding values and mission.
This position requires working four consecutive 10-hour shifts each week, from 7:30 AM to 6:00 PM Pacific Standard Time, Wednesday through Saturday.
Responsibilities and Qualifications- Reviews REI’s transactions for potential fraud and abuse, ensuring minimal impact to the co-op due to financial losses. This includes transactions placed on REI.com, as well as orders placed directly in-store and through Sales and Customer Support (SCS) channels.
- Monitors real-time queues for fraud, including Gift Cards order, BOPUS, RSPU, International, expedites and Corporate and Group Sales transactions.
- Determines legitimacy of orders using rules-based risk screening, transactional details, email/social media footprint and activity, IP/Device information, and payment details. May also rely on ad hoc online research including address validation tools.
- Uses strong attention to detail, analytical skills, and investigative research in the order/dispute resolution process.
- Identifies and investigates fraudulent attack vectors such as account takeover (ATO), credential stuffing, friendly fraud, gift card theft, and other similar risks.
- Responsible for end-to-end dispute and chargeback functions. This includes transaction representments, dispute resolution, collections, and tracking and reporting of chargeback and dispute activity at REI.
- Is aware of and complies with all chargeback/dispute industry regulations
- Conducts research, complies evidence, and builds cases that may be used in the resolution of internal and external fraud and integrity cases. Investigations may span both the digital and in store environments.
- Identifies and investigates possible trends, anomalies, and patterns for fraud detection improvement.
- Documents and maintains operating procedures, fraud/trend profiles, and other team resources as needed
- Ensures appropriate confidentiality and PCI-DSS adherence in all communications and interactions.
- Communicates with other teams including SCS, Retail and DCs.
- Acts as leader and mentor, providing guidance and direction to other members of the team.
- Collaborates with other merchants/service providers in the fraud industry
- Other duties/special projects as assigned
Required Qualifications:
- 5+ years experience in eCommerce asset protection, banking industry or equivalent
Bachelor’s degree in criminal justice, forensic accounting, or other finance/asset
protection field of study preferred
Advanced knowledge of rule-based/machine learning fraud detection systems,
including transaction review, advanced reporting, rule creation/maintenance, and analysis.
- In depth knowledge of bankcard chargeback/dispute resolution.
Ability to effectively perform investigations using all available tools, including online directories, social media, CCTV, and internal databases
Ability to perform in-depth risk analysis of fraud attacks.
Experience using exception based reporting software.
Knowledge of retail cashiering and customer service procedures and retail
banking/auditing procedures.
Strong experience with Microsoft 365 applications, specifically ability to deliver
analytical insights using Excel.
Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
Flexible in one's viewpoints and positions in order to support the direction taken by others at REI.
Preferred Qualifications:
- SQL Experience
- Professional Industry certifications: LPC, LPQ, CFI, FPSS etc.
ClosingAt REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. 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 for a detailed overview of benefits plans by employee profile.
Pay Range$24.38 - $36.59 per hour
