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Digital Fraud Coordinator
4 months ago
Description
Kurt Geiger | About Us
We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.
We Are One:For Love | For Diversity | For Change | For Equality | For Kindness For Freedom | For Unity Against Racism
Responsibilities:
- Review & respond to chargebacks received on e-commerce sales, both domestic and international – predominantly the US.
- Act as key liaison for our fraud and payment partners, Adyen and Forter.
- Using Forter, optimise our fraud rules to fine tune order approvals or rejections, working closely with Forter to hit the agreed KPIs.
- As the Kurt Geiger brand grows internationally, ensure that we protect our brand through the logging and removal of fake and cloned websites.
- Review free online order volume on a daily basis
Chargebacks:
- Review chargebacks received across our digital platforms.
- Where possible, challenge chargebacks with bank e.g. VISA.
- Investigate missing parcels escalated by our customer service team (delivery dispute / lost in transit).
- Work with Forter to adjust Fraud rules to both optimise acceptance rates and reduce chargeback volume (in line with agreed KPI).
- Review chargebacks received at point of sale in stores.
- Review Paypal chargebacks (which sits outside of Adyen payment gateway).
Lost in Transit:
- Review 'Lost in transit' / delivery dispute – any patterns, customers, addresses etc - cross reference claims with chargebacks.
- Update 'lost in transit' / delivery dispute log.
- Raise claims with couriers – Evri (UK) & FedEx (US).
- Investigate financial systems / accounts and determine if refund / payment taken.
Brand Protection:
- Use 3rd party software (Netcraft) to review websites flagged as cloned or fraudulent.
- Request takedowns where applicable.
Further:
- This role requires the individual to review Forter dashboards, provide data to key stakeholders, investigate anomalies, and to be confident with validating and challenging numbers.
- This role requires previous experience of using a fraud tool on an e-commerce website.
Our Culture
We’re an energic fast-paced brand that embraces progress and strives for innovation. Hard work is rewarded with new opportunities at every level and kindness is celebrated in everything we do.Our hybrid working model offers employees the flexibility to be productive and our summer working hours accommodate a healthy work life balance. Wellbeing is important to our working culture, which is why we nurture a friendly environment for talent to thrive in, alongside a vibrant social community.
Benefits
- Competitive basic salary
- Generous holiday entitlement
- Enviable discounts
- Flexible working
- Sample sales
- Summer Hours
- RetailTrust support
- Gym discounts
- Monthly half day Friday’s
- Enhanced pension & life assurance scheme
Our Stores
The first Kurt Geiger store opened on London Bond street in 1963. Today, our brand has global appeal and is distributed in hundreds of cities around the world. We operate over 70 stand-alone stores nationwide, including our new flagship store on London Oxford street, and in over 400 stores globally. Beyond stand-alone stores and retail pop ups, our retail partners include some of the world’s most famous department stores.
