Order Verification Associate in Grapevine, TX at GameStop

Date Posted: 7/27/2021

Job Snapshot

Job Description

Description:

SUMMARY

Working under close supervision, the Investigations Associate prevents e-commerce fraud through the manual review of customer orders and aids various corporate and field based teams including Guest Care, Multichannel, Accounting, and Loss Prevention.  The principal business outcome of this role is to minimize e-commerce fraud risks while consistently providing a positive customer experience.  This role includes manually reviewing e-commerce orders and verifying customer information through data analysis, trend identification, and contact with financial institutions/customers as needed.  The Investigations Associate will interact with his or her supervisor frequently throughout each work period. Nearly all but the most routine activities will require a supervisor’s advance approval.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Manually review and action all held orders in a timely manner while minimizing fraud losses and meeting order shipping deadlines
  • Identify current and emerging fraud trends and patterns and partner with the Investigations Supervisor to address
  • Provide timely support to Guest Care to address escalated customer concerns
  • Prioritize and respond to field, corporate, and law enforcement support requests in a timely manner utilizing group email inboxes
  • Prepare evidence for credit card disputes while meeting evidence submission deadlines
  • Utilize reporting systems to identify and support internal/external theft and fraud investigations
  • Complete assigned projects and tasks accurately and in a timely manner
  • Model the behaviors expected of all GameStop associates including a drive for results with a clear bias for action; high levels of maturity and professionalism; giving, receiving and responding to feedback effectively; a high service orientation; and clear commitments to diversity, inclusion, a respectful workplace, and integrity.
  • Manage relationships in a manner acceptable to others and to the organization
  • Model team commitment by meeting deadlines and by being cooperative, collaborative, and flexible

RELATED COMPETENCIES

  • Driving for Results - Sets high goals for personal and group accomplishment; uses measurement methods to monitor progress toward goals; tenaciously works to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
  • Work Standards - Sets high standards for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence rather than having standards imposed
  • Approaches Change or Newness Positively - Treats change and new situations as opportunities for learning or growth; focuses on the beneficial aspects of change; speaks positively about the change to others
  • Collaboration – Effectively and cooperatively works with others; places a higher priority on team or organization goals than own goals; offers to help others achieve their goals
  • Communication – Accurately comprehends messages from others and responds appropriately; checks for understanding from recipient, and presents message in different ways to enhance understanding

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

  • 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 one year of experience in e-commerce/multichannel fraud prevention, asset protection, or financial institution fraud prevention required

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

  • Working knowledge of Accertify/CyberSource fraud platforms and Sterling Order Management System.
  • Understanding of various types of card not present credit card fraud, identity theft, account takeover, triangulation schemes, and freight forwarding identification
  • Proficient understanding of the principles of financial risk management in a card-not-present environment, including techniques used to mitigate and manage fraud and methods for determining acceptable performance levels
  • Ability to work a flexible work schedule including nights, weekends, and holidays as business needs dictate.
  • Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
  • Proficient knowledge of Windows-based business computers and Microsoft Office programs including Excel, Outlook, and Word
  • Ability to remain effective under stress and respond to pressure in a manner acceptable to others and to the organization
  • Proficient ability to recognize discrepancies/errors in written/recorded data/information including the ability to initiate and respond to work errors in a professional manner, working collaboratively and cooperatively with others
  • Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to attendance, confidentiality, conflict of interest, and ethical responsibilities