Fraud Agent

5 days ago

Manchester, United Kingdom THG Full time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.

We're powered by a global team of over 10,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it's this DNA that has supported our incredible growth.

We're always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you're ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.

**About the Group**

THG is one of the world's leading online beauty and wellbeing retailers, home to premium brands such as lookfantastic, ESPA, GlossyBox, and Myprotein; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity. Our 10,000-plus employees represent 66 nationalities and work in offices located in 11 cities around the globe. Our culture is fast
- paced and unique, we recognise great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to THG and play a part in driving the Group forward on its truly exciting journey. THG believes in the power of meritocracy. We invest in the development of our people to help everyone achieve their full potential.

**About Online Fraud**

The latest figures report 5.1 million cases of fraud in the UK alone and as payment and transaction mechanisms multiply and organisations become more complex, the risk of fraud grows. As targets become more attractive, individual fraudsters are joined by well-resourced, organised criminal enterprises.

**About the Fraud Department**

Come and join our fraud team in the North West and you will be involved in all parts of the fraud process, from awareness and prevention to detection and resolution, across all our geographies. Analysts, agents, investigators, data scientists and management work as a unit to find effective ways to combat fraud at THG. This team interacts with almost every other team in the business; there is never a dull moment.

**Overall Purpose of Role**:
**Main Activities / Tasks**:

- Process disputes and chargeback cases received (across a variety of platforms) in accordance with card schemes
- Swiftly resolve any queries received from internal teams & external contacts in a professional manner
- Investigate and decision on high risk referred orders in our fraud platform within agreed service levels and update customer accounts accordingly
- Use a combination of manual and automated tools to gather data and conduct investigations
- Provide general administrative support to assist in the smooth running of the chargebacks team
- Undertake any other admin tasks as reasonably required
- Make recommendations as required to develop fraud, chargeback and refund processes

**Special requirements**:

- Understand Card Scheme rules and regulations as well as internal procedures that affect fraud and chargeback processing
- Excellent attention to detail and ability to manage a demanding workload at pace whilst maintaining a high level of accuracy
- Ability to effectively plan and organise own workload
- Good level of skill and expertise in use of Microsoft office
- Open, honest and adaptable to changing situations

This role will be based out of our Manchester Airport offices. Whilst we do offer hybrid working, you would be required to attend the office at least 3 days a week.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

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