Order Verification Supervisor in Grapevine at GameStop

Date Posted: 5/17/2018

Job Snapshot

Job Description

Description:

Under general supervision, the Investigations Supervisor is responsible for the daily activities of the Investigations team.  This role monitors associates, resolves escalated issues, analyzes fraud trends/data, implements fraud mitigation strategies and produces multiple reports.  The principal business outcome for this position is to help guide the organization’s e-commerce fraud strategy and enhance online fraud prevention.  Associates in this position will interact with the Sr. Manager of Multi-Channel Investigations several times a week to receive guidance and feedback; many non-routine activities will require advance approval.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Collect and analyze risk data; produce daily/weekly/monthly reports and analysis summaries that clearly communicate overall fraud risk and losses to senior organizational leaders.
  • Conduct data analysis to adjust fraud strategies to minimize fraud losses and guest friction.
  • Prepare Investigations Associate schedules and balance workloads to fulfill department and organizational objectives.
  • Provide ongoing assessments of team infrastructure, features, capabilities, and processes; provide effective and timely feedback and recommendations that result in the mitigation and reduction of online fraud.
  • Support internal and external fraud investigations in US GameStop and ThinkGeek store locations.
  • Assign tasks and responsibilities to associates to maximize effectiveness and provide associates with learning opportunities.
  • Provide additional project support as needed.

RELATED COMPETENCIES

  • Information Monitoring – Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
  • Coaching – Provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
  • Delegating Responsibility – Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization’s and individual’s effectiveness.

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 3 years of experience in e-commerce/multichannel fraud prevention, asset protection, or financial institution fraud prevention is required.

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

  • Proficient knowledge of various types of card-not-present fraud including identity theft, application fraud, freight forwarding, synthetic identity, and triangulation fraud.
  • Ability to gather and analyze large data sets utilizing Excel/Access or statistical modelling software.
  • 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.
  • Proficient knowledge of Windows-based business computers and Microsoft Office programs specifically, Outlook, and Word
  • Proficient ability to communicate effectively with others using spoken and written English.
  • Working knowledge of card issuer dispute representment processes including allowable evidence types.
  • Ability to support physical retail investigations including credit card fraud, phone scams, return fraud, cash theft, and merchandise theft.
  • Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
  • 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
  • Proficient planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities
  • Ability to work a flexible work schedule including nights, weekends, and holidays as business needs dictate.
  • Ability to effectively coach, develop, retain and train others in order to produce a successful team
  • Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to attendance, confidentiality, conflict of interest, and ethical responsibilities.