Fraud Specialist

📋 Description

• • Own the frontline defense against fraudulent activity for Brooks Running’s global eCommerce business. Every transaction you review directly protects the runner community and safeguards millions of dollars in annual revenue.
• • Conduct real-time analysis of card-not-present (CNP) orders using internal dashboards, third-party risk engines, and your own investigative instincts to approve, decline, or escalate transactions within strict SLA windows.
• • Investigate suspicious patterns—velocity spikes, mismatched shipping addresses, high-risk BINs, proxy usage, and behavioral anomalies—then document findings in concise case notes that feed continuous machine-learning rule refinement.
• • Manage the end-to-end chargeback lifecycle: gather compelling evidence, draft rebuttal letters, submit documentation to card brands and payment processors, and track win/loss rates to identify systemic gaps.
• • Generate daily, weekly, and monthly KPI reports covering approval rates, false-positive ratios, chargeback counts, dispute outcomes, and emerging fraud trends; present insights to the Fraud Analyst and Runner Experience leadership to shape policy updates.
• • Serve as the fraud subject-matter expert for customer-facing teams, clarifying why an order was held, coaching agents on red-flag indicators, and ensuring runners receive transparent, empathetic communication throughout any review.
• • Partner with external stakeholders—issuing banks, card networks, law-enforcement cyber units, and fraud-vendor account managers—to share intelligence, request additional data, and coordinate joint investigations when organized fraud rings are suspected.
• • Contribute to continuous-improvement sprints by piloting new fraud tools, stress-testing rule changes in sandbox environments, and documenting standard operating procedures so knowledge scales as Brooks grows.
• • Champion Brooks’ core values in every interaction: put the runner first by minimizing friction for legitimate shoppers, honor your word by meeting every SLA, bring champion-level energy to each investigation, and keep moving by iterating on better ways to detect risk.
• • Work fully remote within the US while staying tightly connected to a collaborative, high-trust team that celebrates wins, shares learnings daily, and supports flexible schedules that let you live the run-life balance we promote to customers.