Fraud Agent

Location: Either Manchester (WA15 0AF) or Northwich (CW9 7RA). There will be an option to work from home 1 day per week once the probation period has been completed.

Shift Pattern: 8.30am – 4.30pm Monday to Sunday on a rota basis (37.5 hours). Candidates will be required to work 1 in 3 weekends, working either 8.30am – 4.30pm or 5pm – 1am which will be allocated on a rota basis.

About Fraud at THG

Come and join our Fraud team in the North West and you will learn about all sides of fraud, from awareness and prevention to detection and resolution, across all our geographies. Analysts, agents, investigators and management work as a unit, to find effective ways to combat fraud at THG. This team interacts with almost every other team in the business; there is never a dull moment.

About the Role

The Online Fraud Agent will learn how to appropriately resolve fraud issues for customers, victims and third parties. We are looking for someone who is willing to learn about online fraud, with a curious and investigative nature.

Responsibilities:

• You will learn to resolve fraud cases within agreed service levels and update customer accounts accordingly.
• Use a combination of manual and automated tools to gather data and conduct investigations
• Investigate and determine required action to prevent fraudulent transactions to mitigate loss to the business and its customers.
• When required or appropriate, take or make calls to customers or victims to effectively resolve fraud cases
• Identify and analyse new and emerging patterns of fraud and make recommendations for new controls and improved monitoring
• Assist in the production of daily work volume statistics
• Processing of Chargebacks and claims through different payment acquirers to meet SLA
• Swiftly resolve queries received from internal teams & external contacts in a professional manner
• Provide general administrative support to assist in the smooth running of the chargebacks team
• Undertake any other admin tasks as reasonably required

Requirements:

• Excellent verbal and written communication skills in English
• 1 years' experience in either Customer Services, Fraud Operations, Chargebacks, Audit or Banking
• Good level of skill and expertise in use of Microsoft office
• Excellent attention to detail with the ability to manage a demanding workload at pace whilst maintaining a high level of accuracy
• Curious, with strong analytical skills and attention to detail to be able to identify patterns and trends
• Ability to effectively plan and organise own workload

Benefits:

• Competitive salary
• Wellbeing – Company on-site doctor, physio, hairdresser, free on-site gym, employee assistance program (EAP).
• 25 days holiday Birthday off Bank Holidays
• Company pension scheme
• Staff Discounts (All THG Brands) Discounted Staff Shop on-site
• Hotel Discounts (We own King Street Hotel – King St has a new spa as well)
• Hale Country Club Discounts (Spa/Gym/Restaurant)
• Enhanced parenthood pay after 1 year service
• Discretionary company bonus scheme
• In-house L&D function who can deliver internal sessions as well as support with external courses/certifications/apprenticeships/upskilling
• You will have access to use our Tech scheme and Cycle scheme, which is a new salary sacrifice scheme to allow UK employees to purchase from Cycle scheme retailers, and technology from Curry's PC World - through monthly instalments.

THG 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.