Manager - Omni Fraud Prevention (Asset Protection)

About the role

The Manager of OMNI Fraud Prevention oversees online fraud management for all brands within the KnitWell portfolio. This person leads the fraud prevention strategy, using both KnitWell's fraud platforms and internal systems to identify and reduce risks to our brands. Responsibilities include training, developing, and mentoring team members so they can successfully carry out fraud management procedures, aiming to lower chargebacks, enhance customer experience, and address vulnerabilities to lessen exposure.

Responsibilities

• Experienced with the chargeback process, able to analyze chargeback reports, pinpoint causes and gaps. Use this data to enhance our fraud detection systems as needed to address current risks and exposures.
• Thorough knowledge of both rule-based and artificial intelligence fraud prevention systems; comfortable implementing rules in the tool to stop additional fraud and able to comprehend the workings of AI systems.
• Review, investigate, and track suspicious activity, analyze trends, communicate fraud/security threats to management, and provide recommendations for loss mitigation as needed.
• Build relationships with internal partners, ensuring proactive communication to understand and be responsive to business needs.
• Oversee regular Customer Contact Center meetings, deliver transparent updates about ongoing issues affecting fraud operations, encourage agreement on solutions, and monitor action items until they are resolved.
• Able to learn new applications as needed to support Knitwell’s overall fraud strategy.
• Make sure that systems and processes always maintain an effective balance between preventing fraud and delivering a positive customer experience.
• Able to translate Departmental fraud management strategy into actionable tasks for the team and drive results.
• Ensure all fraud prevention activities comply with regulatory requirements and internal policies. Continuously review and update procedures to maintain a robust fraud prevention framework.
• Deliver weekly and monthly fraud KPI reporting to validate performance of fraud prevention systems and processes; perform trend and root-cause analysis to identify drivers, recommend solutions, and track impact.
• Establish and standardize fraud processes to ensure smooth operations and easier onboarding of new resources when required.
• Build relationships with industry peers and groups and is knowledgeable about industry best practices.

Qualifications

• 5+ years’ experience in fraud prevention and investigation.
• Bachelor’s degree or equivalent experience.
• Expert knowledge of Ecommerce fraud management applications, and knowledge of fraud risks associated with credit, debit and gift cards (a must).
• Experienced with Customer Contact Center apps such as Sales Force, MAO, and ATG.
• Strong analytical, investigative, and problem-solving abilities; detail-oriented, independent, and organized.
• Experience in managing several projects simultaneously while maintaining a strong attention to detail
• Strong verbal and written communication skills and strong interpersonal skills with the ability to clearly articulate complex concepts to peers and management
• 3-5 years fraud management experience in a leadership role, preferably in the retail environment
• 2+ years of data analytics, preferably focused on fraud risk
• Proficiency with MS Office suite (excel, word & PowerPoint a must).
• Able to work flexible hours.

Skills

• Ability to learn new applications as needed to support Knitwell’s overall fraud strategy.
• Ability to translate Departmental fraud management strategy into actionable tasks for the team and drive results.
• Ability to establish and standardize fraud processes to ensure smooth operations and easier onboarding of new resources when required.
• Ability to build relationships with industry peers and groups and is knowledgeable about industry best practices.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.

Pay

The target salary range for this role is: $85,000 – 100,000

Schedule

This position works on-site at least 4 days per week consistent with the needs of the business at either our Etna (OH) Distribution Center or Ft Myers (FL) Chico's FAS or Hingham (MA) Talbots office. We would also consider a fully remote work format within the Eastern USA.