Fraud Agent - Operations

Job Title: Fraud Agent

Location: THG Fraud Operations – based in Manchester Airport OR Northwich

Shift Pattern: 8.30am – 4.30pm Monday to Sunday on a rota basis (37.5 hours) with 2 days at home, candidates would be required to work 1 in 3 weekends

About Fraud at THG:

Come and join our fraud team in the North West and you will learn about all sides of fraud, from awareness and prevention to detection and resolution, across all our geographies. Analysts, agents, investigators 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.

The Online Fraud Agent will learn how to appropriately resolve fraud issues for customers, victims and third parties. We are looking for someone who is willing to learn about online fraud, with a curious and investigative nature.

Responsibilities:

• You will learn to resolve fraud cases within agreed service levels and update customer accounts accordingly.
• Use a combination of manual and automated tools to gather data and conduct investigations
• Investigate and determine required action to prevent fraudulent transactions to mitigate loss to the business and its customers.
• Work with cross-functional teams across THG for collaboration on fraud risks and investigations
• Manage chargebacks (or similar) processes to agreed service levels and liaise with relevant teams to evolve and improve handling processes
• Maintain the confidentiality of all information obtained during the investigations process
• When required or appropriate, take or make calls to customers or victims to effectively resolve fraud cases
• Follow the Fraud procedural policies set by the team - ensure, as a team, that these are the right policies.
• Identify and analyse new and emerging patterns of fraud and make recommendations for new controls and improved monitoring.
• Take on ad hoc tasks related to fraud projects as directed
• Continuously train and up skill on Fraud matters and new tools available

Requirements:

• Excellent verbal and written communication skills in English
• 1+ years' experience in either Customer Services, Fraud Operations, Chargebacks, Audit or Banking
• Performance driven, and able to work under pressure and to tight deadlines
• Curious, with strong analytical skills and attention to detail to be able to identify patterns and trends
• Ability to work on own initiative, and to be a team player
• Professional attitude and demeanour with a high degree of integrity and confidentiality

Benefits:

• Competitive salary
• Onsite doctor
• Employee discounts
• Gym discounts
• Company bonus scheme
• Company pension scheme

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.