Job Description The Credit Fraud Team helps protect our customers from all aspects of fraudulent activity on their accounts. They do this by leveraging industry standard fraud detection tools, real-time data and, most importantly, well-honed critical thinking skills, excellent “in the moment” decision making ability and exceptional customer service. Fraud investigators must work independently and have precise written and verbal communication skills. Additionally, the qualifications include the ability to conduct interviews, collect, organize, document, and preserve evidence and relay the outcome to the customer in a professional and objective manner; and therefore must be able to listen carefully, and speak clearly, precisely, and objectively with a focus on bringing the ‘Nordstrom customer experience’ no matter the outcome of the investigation. An ideal candidate is caring and compassionate, enthusiastic, solution-oriented, and committed to keeping customer satisfaction and outstanding Nordstrom customer service at the core of every decision. KEY RESPONSIBILITIES: Investigate and resolve a high volume of Nordstrom Card Services Inc (NCSI) fraud cases within the First Track case management system. Ownership & management of end to end processing for various Fraud tasks as assigned (queues, reports, Visa Online (VROL), etc.) Responsible for adhering to all NCSI procedures and especially those involving Federal and State compliance regulations including but not limited to Reg Z – Truth in Lending Act, Reg E – Electronic Funds Transfer Act as well as any Consumer Protection Acts (FCRA, ECOA, etc.) Ability to navigate between calls, computer systems & other work priorities Advocate for our customers when they experience fraud; provide education and support Provide support via, phone, chat and/or email to our operation partners for all Fraud related needs Communication with leadership on trends and issues Flexible to work various work schedules based on hours of operation CORE COMPETENCIES: Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. Drives Results: Persists in accomplishing objectives, even under tough circumstances. Has a track record of successfully achieving priorities. Builds Trust: Gains the confidence and trust of others through honesty, integrity and authenticity. Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels. FUNCTIONAL COMPETENCIES: Strong Critical Thinking Ability to work independently and determine priority of work Excellent Attention to Detail Excellent Communication Skills (Written & Verbal) Strong Regulatory Knowledge of Fraud Investigations regulations and law QUALIFICATIONS: 1 year of Nordstrom Card Services experience required Minimum of 1 year Disputes Specialist and/or Fraud experience is preferred. Banking experience and/or Fraud research experience preferred Passion for providing excellent customer service to internal & external customers and to teammates A talent for critical thinking, attention to detail and problem solving Ability to handle a high volume of work with detail and accuracy, while delivering excellent customer experience and advocacy Strong organizational and time management skills; able to manage priorities and assigned tasks Excellent verbal and written communication skills Displays initiative, curiosity, acts pro-actively, and employs creativity to find solutions to complex problems Ability to be flexible, deal with frequent interruptions and changing priorities Strong ability to work independently, while remaining resourceful and efficient Intermediate knowledge of Microsoft Office We’ve got you covered… Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including: Medical/Vision, Dental, Retirement and Paid Time Away Life Insurance and Disability Merchandise Discount and EAP Resources A few more important points... The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job. Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. © 2022 Nordstrom, Inc Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs. Pay Range Details The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations. Colorado: $18.75 -$31.00 hourly
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