Title: ASSET PROTECT/ OMNI-CHANNEL FRAUD SPEC (LEVEL I) PROGRESSIVE Location: United States-Virginia-Virginia Beach Job Number: 25000079 **Job Summary:** The selected candidate will be responsible for safeguarding NEXCOM's assets by analyzing e-commerce data, monitoring online trends, identifying e-commerce fraud, and assisting in the resolution of online investigations. This role aims to minimize internal and external theft through transactional monitoring, detecting and preventing fraudulent activities, analyzing behavioral patterns to identify potential risks, and collaborating with cross-functional teams to mitigate fraud. **Duties and Responsibilities:** - Conduct a comprehensive review of fraudulent e-commerce omni-channel transactions using NEXCOM tools, including the Order Management System (OMS), e-commerce fraud tool CLEAR, and other relevant resources, to minimize fraud exposure for the NEXCOM Enterprise. - Resolve issues within the scope of authorized authority and seek guidance from the immediate supervisor for more complex or unusual cases. - Verify customer accounts, including new and pre-existing accounts, ensuring that all details are valid and that the accounts belong to authorized patrons. - Utilize the e-commerce fraud tool to review various reports, including but not limited to overnight BOPIS orders, AVS declined orders, and VIP declined orders. - Contact customers as needed to verify information for account and fraud review transactions, supporting the Merchandising and Marketing Division's Code M efforts to deliver a PREMIER customer experience. - Assist the Little Creek e-Commerce Return Center (LCERC) as directed to ensure accurate inventory management, transportation of merchandise, and verification of customer returns. - Process refunds, appeasements, and returns for 3PL vendors and the NEXCOM White Glove Team, ensuring that customers are not over-refunded due to chargebacks, appeasements, or double refund situations. - Review OMS reports, such as WREF and WRAC, to assist in releasing refunds that are pending in OMS. - Support chargeback reviews by validating shipping, tracking, appeasements, and refunds, as well as providing necessary information for dispute documentation. - Contribute to the Code M Loyalty Program by assisting with data management efforts to ensure accuracy. - Manage cancellations of backordered items during the reconciliation process and 3PL cancellations of sold-out orders. - Provide support to the Asset Protection Division (Code S), Store Operations Division (Code N), and Code M personnel for assistance requests submitted via electronic systems and phone calls. - Assist in Code S initiatives including Code SBI (Security Background Investigations), Code S operations, and various investigative projects as assigned. Responsible for entering information into various systems, including APIS, DISS, and other specialized databases. - Work flexible schedules, including nights and weekends, as required to meet mission objectives. - Develop a strong working knowledge of Microsoft Office tools, Kount, e-commerce exception-based reporting, and other relevant Code S-related systems. - Perform additional duties as assigned. This position is classified as non-critical sensitive in relation to national security. The incumbent must successfully complete and maintain a favorably adjudicated Tier 3 or equivalent Personnel Security investigation to retain eligibility for this sensitive national security role. Failure to meet these requirements may result in termination of employment. Qualifications: A total of two years of experience is required, which includes the following: **General Experience:** - One year of experience in customer contact center administration, investigative work, or loss prevention, which has equipped the applicant with skills in interpersonal relationships and the ability to exercise sound judgment. **Substitution of Education for Experience:** -One year of related academic study beyond the high school level may be substituted for nine months of experience, with a maximum substitution of a four-year bachelor's degree accounting for three years of general knowledge. **Specialized Experience:** - One year of progressively responsible experience in an e-commerce omni-channel environment that involves analytical planning, advisory, operational, or evaluative security investigation work, as well as internal review and control techniques aimed at reducing and managing inventory shrinkage. Proficiency in Microsoft Office is also required. This experience may include prior involvement in basic fraud reviews of e-commerce omni-channel transactions, utilizing NEXCOM tools such as OMS and Kount, along with other supporting tools as necessary to prevent fraud exposure for the NEXCOM Enterprise or a similar corporate environment.