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PetSmart, Inc. eCommerce Fraud Analyst (Open to Remote) in Phoenix, Arizona

About the Team

Our Finance team ensure we are accountable and on track to company strategies. Their responsibilities include forecasting, in-season management, and analysis across business units. From sales and margin to operations and expenses, our Finance team provides consistent, accurate information to cross-functional partners to support PetSmart's growth initiatives.

About the Job

The primary responsibility of the Ecommerce Fraud Analyst is to review potentially fraudulent transactions generated from orders placed across all of our online platforms. These orders are held for review based on risk assessments done by third-party fraud screening applications that evaluate the specific attributes associated with an online order. Ecommerce Fraud Analysts then evaluate these transactions, investigating any suspicious attributes such as previous order history, velocity, and location. Online research tools are used to determine the overall fraud risk to the organization. Based on that evaluation and risk guidelines provided by leadership, the Ecommerce Fraud Analyst makes a decision to either release the order for fulfillment or cancel the order.

Additionally, Ecommerce Fraud Analysts can use various reporting tools within the fraud screening applications to identify additional orders that may be fraudulent and cancel the orders before fulfillment, contact the warehouse if the order has been released for fulfillment, or intercept packages by contacting our parcel carriers and having the packages rerouted. Ecommerce Fraud Analysts will also be expected to use their skills and experience to initiate and conduct investigations related to ecommerce theft and loss. Lastly, Ecommerce Fraud Analysts may be expected to assist other areas within the Central Investigations Team as business needs require.

  • Review potentially fraudulent orders across our online platforms, determine the overall risk to the business, and make a decision to cancel or release those orders.

  • Contact customers for validation of potentially fraudulent orders or reaching out to our fulfillment warehouse(s) or parcel carrier(s) to have orders cancelled and/or rerouted.

  • Perform other customer service functions as business needs arise including, as well as assisting other areas within the Central Investigations Team.

  • Initiate, conduct, and/or assist with ecommerce investigations related to identity theft, credit card fraud, lost/stolen packages associated with online transactions.

  • Trend analysis and report building as directed by leadership

    Experience:

  • Combined 2-4 years of experience in ecommerce, experience with fraud detection methods and analysis, loss prevention, investigations, and/or in the credit card industry.

  • Knowledge of commonly-used fraud prevention concepts, practices, and procedures and common fraud schemes.

  • Demonstrated knowledge of ecommerce computer systems such as fraud screening applications, order management systems, or similar systems, Microsoft Office software, and data analysis tools and techniques.

  • Knowledge of investigative concepts and processes as well as the ability to communicate effectively with law enforcement.

  • Requires a high degree of professionalism and the ability to handle confidential and insider information with regularity.

  • Ability to remain flexible in a fast-paced, changing environment and to prioritize goals.

  • Highly effective communicator to all levels within the company and with clients; able to clearly articulate through oral and written communications.

  • Must have integrity and consistently exhibit strong work ethics.

About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!

  • A work-life balance and family events such as movie nights, art events and holiday festivals

  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers

  • “Sit & Stay” Café serving fresh breakfast and lunch options

  • Starbucks cart—productivity at its finest!

  • “Lil’ Paws” learning center and onsite daycare facility

  • Volunteer events with PetSmart Charities

  • Learn more about #Life A tPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/

  • Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/

  • Explore PetSmart Benefits here: https://benefits.petsmart.com/

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided a copy of a job description for the actual position you are hired in to. PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disabilty, as well as any other characteristic protected by federal, provincal or local law. Applicants must be over the age of 18. The employer will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.

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