The following is a breakdown what the Fraud Analyst at Name.com would take ownership of.  

While it has evolved in past years, fraud review at Name.com is comprehensive and can be somewhat tedious.  Fraud review has served Name.com well as it increases understanding of industry trends that allow it to differentiate a quality transaction from a malicious one.  Such review not only mitigates fraudulent orders, it also educates the company on industry trends.   The employee will be expected to field fraud through a variety of forums, including email, phone and web chat if warranted. 

Fraud processing 

• Manual Fraud Review - This review entails reviewing all flagged orders on the platform and taking appropriate action on each.

• Chargebacks and disputes - Fielding and following up on each claim.

• Internal reporting - There are several existing reports that give insight on potential fraudulent activity.  It is the responsibility of the Fraud Analyst to review each and determine what is actionable. 

• Prevention and cost recovery - Optimize Name.com's current approach to fraud prevention and increase savings through effective cost recovery efforts.  

Reporting / Internal audit 

• Fraud Reporting - Chargebacks / Challenging disputes / Fraud backlog, are all part of the review process.  If hired, the applicant will be to report on each of these to management to provide a picture on the state of fraud while making recommendations on next steps, should there be anomalies. 

• Comprehensive statistic retention and reporting on Friendly Fraud - Friendly Fraud is a reversal initiated by legitimate customers as a result of grievances, confusion on the charges or an intentional attempt to obtain services for free.  The goal is to identify trends and give recommendations about how to improve retention and recovery efforts. 

• Monthly Audit of Fraud processing - Determine whether or not chargeback thresholds were met and how much Fraud Name.com saw in an effort to avoid penalties from our credit card merchant. 

Financial trends

• Track and speak to the following trends with the goal of identifying items Name.com needs to take action on: 

  • Automatic renewal rates and how it relates to refunds / chargebacks. 

  • Payment processing failure and success rates.

  • Shopping cart abandonment rates.

  • Chargeback mitigation and retention

Fraud review / training 

• Support exposure - The Fraud Analyst will assist the Compliance Manager in monitoring each support members fraud duties and provide feedback when warranted. 

• Training - The employee will be expected to host regular training on internal processes and industry changes to all departments at Name.com that apply. 

• Process development -  The Fraud Analyst will be responsible for development, implementation and monitoring of new procedures. 

Compliance Review

The Fraud Analyst will also serve as an emergency backup for the Compliance department.  They will be cross trained and proficient enough to act alone in fielding a variety of case types in accordance with company policy.

What we’d like to see in your experience

• Minimum 2 years of fraud review or a risk mitigation role, Ecommerce preferred

• Excellent telephone and written correspondence required

• Excellent problem solving, communication, interpersonal and organizational skills

• Strong work ethic, great attendance and punctuality

• Excellent time management and multitasking skills with a consistent bias for action

• Experience showing patience when assisting upset customers

• Willingness to learn new technologies

• Strong team player who collaborates well with others

• Demonstrates diligence in following business processes

• Strong drive for challenging the status quo to innovate and improve existing processes

• Minimum Bachelor of Arts (B.A.) 

Hard skills we would like to see

• Experience in data collection, interfaces and processes

• Strong MS Excel skills

• General working knowledge of SQL

Helpful knowledge/experience, but not a prerequisite

• Policy enforcement or development

• Domain Name, Web Hosting, ISP industry

• Experience working with government agencies or law enforcement

Name.com is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities and termination.