Analyst, Omnichannel Investigations in Grapevine, TX at GameStop

Date Posted: 7/17/2021

Job Snapshot

Job Description



Under general supervision, the Investigations Lead Associate assists the Sr. Analyst, Multichannel Investigations with daily department functions.  This role includes chargeback data collection/analysis, generating daily/weekly reports, maintaining and updating fraud rules, verifying order information with financial institutions and/or customers, training and/or retraining associates, analyzing order data and resolving gift card and reservation issues in stores.  The principal business outcome of this role is to help maximize order output while minimizing fraud risk.  The Associate may interact with the Sr. Manager, Multichannel Investigations as needed to receive guidance and feedback; many non-routine activities will require advance approval.


  • Collect and analyze chargeback data; produce daily/weekly/monthly reports.
  • Maintain and update fraud rules within several fraud platforms.
  • Assign tasks and responsibilities to agents to maximize effectiveness and provide agents with learning opportunities.
  • Conduct new hire training and manage the ongoing development of the investigations team.
  • Develop and update fraud prevention training materials.
  • Provide ongoing assessment of team infrastructure, features, capabilities, and processes; provide effective and timely feedback and recommendations that result in the mitigation and reduction of online fraud.
  • Resolve escalated issues in conjunction with the Sr. Analyst, Multichannel Investigations and/or Guest Care Supervisors/Leads in accordance with GameStop policies in a manner that best achieves fraud prevention objectives.
  • Collect and analyze risk data.
  • Support internal and external fraud investigations.
  • Manage chargeback representment processes ensuring disputes are responded to in a timely and accurate manner to minimize dispute losses.


  • Training – Provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
  • Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
  • Communication – Accurately comprehends messages from others and responds appropriately; checks for understanding from recipient, and presents message in different ways to enhance understanding.
  • Decision Making – Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.


  • High School Diploma or GED required; Bachelor’s degree from an accredited program in criminology/criminal justice, business, or mathematics/statistics preferred
  • A minimum of 2 years of experience in e-commerce/multichannel fraud prevention, asset protection, or financial institution fraud prevention required.


  • Expert understanding of Accertify/Cybersource Decision Manager fraud software.
  • Working knowledge of the various types of credit card fraud, including card-not-present, identity theft, application fraud, account takeover, skimming and carding.
  • Working knowledge of card issuer dispute representment processes including allowable evidence types.
  • Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization.
  • Proficient analytical, problem-solving and decision-making skills.
  • Proficient self-motivation and ability to work with a team to complete necessary tasks in a timely manner.
  • Ability to demonstrate poise and patience consistently in a fast-paced, potentially high-pressure verification environment with largely unpredictable variances in activity.
  • Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Excel, Outlook, and Word.
  • Ability to effectively develop, retain and train others in order to produce a successful team.
  • Ability to work a flexible work schedule including nights, weekends, and holidays as business needs dictate.
  • Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.