Fraud Agent

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. 

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

Fraud Agent

Overall Purpose of Role

The Fraud agent is responsible for reviewing, identifying, and investigating high-risk online transactions, taking appropriate action on each order. They will resolve fraud-related issues for customers, victims, and third parties through different channels. This role will also ensure the efficient and accurate processing of chargebacks and refunds within service level agreements (SLAs) across various platforms, while also identifying trends, errors, and potential threats to the business. The Fraud Specialist will proactively contribute to the improvement of fraud, chargeback, and refund processes.

Responsibilities 

• Review online transactions and identify suspicious activity and emerging trends using fraud detection tools, take appropriate action on each order and communicate the outcome with the customer where necessary
• Process chargebacks, claims and disputes through different payment acquirers in line with SLAs and company procedures
• Process customer refund requests in alignment with company policies, procedures, and SLAs. Investigate high-risk refund requests, verify their legitimacy, and ensure the accuracy of refund amounts, taking appropriate action and communicating with customers where necessary
• Utilise both manual and automated tools to collect data and perform investigations related to orders, chargebacks and refunds, identifying necessary actions to prevent fraudulent activity and minimise potential losses to the business and its customers
• Respond promptly and professionally to queries from internal and external teams
• Provide recommendations for process improvements within fraud detection, chargeback, and refund operations
• Regularly engage in training and skill development on fraud-related topics and stay updated on the latest technologies and trends
• Perform additional administrative tasks as needed

Requirements

• Experience in either Fraud Operations, Chargebacks, Audit, Banking or Customer Services.
• Experience with Fraud detection tools and/or chargeback and refund processing systems is highly desirable.
• Exceptional attention to detail with the ability to manage a high-volume workload while maintaining accuracy.
• Strong verbal and written communication skills, including a professional telephone manner and clear, well-written emails.
• Effective organisational and time management skills, with the ability to prioritise tasks independently.
• Proficient in Microsoft Office applications.

Location

There are two office locations available, either Manchester (WA15 0AF) or Northwich (CW9 7RA)

Hours

Shifts are 8.30am – 4.30pm or 5pm - 1am Monday to Sunday on a rota basis (37.5 hours). Candidates will be required to work 1 in 3 weekends.

Benefits

Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.