Fraud Agent - Chargebacks

Location: Based at Icon 1, M90 5AA or Northwich

Shift Pattern: 8.30am – 4.30pm Monday to Sunday on a rota basis (37.5 hours) with 2 days at home, candidates would be required to work 1 in 3 weekends

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.  

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
• Performance driven, and able to work under pressure and to tight deadlines
• Curious, with strong analytical skills and attention to detail to be able to identify patterns and trends
• Ability to work on own initiative, and to be a team player
• Professional attitude and demeanour with a high degree of integrity and confidentiality

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 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 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 please contact one of our Talent team to discuss further.