Order Verification Supervisor in Grapevine at GameStop

Date Posted: 5/17/2018

Job Snapshot

Job 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.


  • 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.


  • 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.


  • 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.


  • 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.