Fraud Specialist, Customer Experience

Fraud Specialist, Customer Experience - Pandora NAM

Do you want to be a part of the world’s leading jewelry company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organization of can-do spirited, passionate, and performance-driven people.

About the Team:

We seek a dedicated and detail-oriented Fraud Specialist to join our NAM Customer Experience team. In this role, you will be the main point of contact to safeguard our organization against fraudulent activities and ensure a secure payment environment.

Your expertise in chargeback management, fraud prevention, and payment issue resolutions will contribute to the overall success of our operations.

If you are a proactive problem solver with a keen eye for detecting irregularities, we encourage you to apply.

Your Role as a Fraud Specialist, Customer Experience:  

• Efficiently handle chargeback cases, investigating and analysing transactions for potential fraud
• Collaborate with relevant teams to gather necessary information and documentation for chargeback disputes
• Prepare and submit evidence to payment processors and banks to defend against unjustified chargebacks
• Develop and implement prevention strategies and rules to proactively identify and mitigate fraudulent activities
• Regularly review and update fraud detection rules based on emerging trends and patterns
• Respond promptly and effectively to payment-related inquiries from customers, internal stakeholders, and external partners
• Investigate and resolve discrepancies, ensuring accurate and timely payment processing
• Act as the primary point of contact for all payment and fraud-related inquiries, providing expert guidance and support
• Coordinate with law enforcement agencies and banking partners in response to official requests related to fraud investigations
• Compile and provide requested information, ensuring compliance with legal and regulatory requirements
• Monitor and detect potential loyalty program fraud activities
• Investigates and takes appropriate actions to prevent and mitigate loyalty fraud, ensuring the integrity of customer rewards and benefits
• This role will also be subject to other responsibilities such as escalation calls, etc. determined on business needs

What is needed to succeed:

• BA/BS with 3-5 years in similar experience
• Strong technical acumen
• Investigative with a high level of attention to detail
• Empathetic
• Exceptional multi-tasking abilities
• Adaptable in a fast-paced work environment
• High proficiency in research practices
• Advanced analytical skills
• Advanced knowledge of payment system management (Klarna, Afterpay, Paypal, Ayden, etc.)
• Advanced in Microsoft Office Suite applications
• Strong interpersonal and written communication skills
• Strong decision-making skills
• Excellent problem-solving skills
• Good data entry and typing skills
• Bilingual in Spanish/French is a plus

Columbia Salary : $ commensurate with experience

About Pandora:

Pandora designs, manufactures, and markets hand-finished jewelry made from high-quality materials at affordable prices. Pandora jewelry is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.   

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.   

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to avoid adding identity-related elements such as a photo, marital status, and age.