Manages external partnership programs with acquirers and internal groups to develop fraud review and detection processes / lost prevention processes.
Analyzes and develops strategies for efficient chargeback disputes for greater economic return to Nintendo.
Coaches individual performance to ensure effective resolution of consumer interactions, up to disciplinary actions; escalates performance management issues of associate staff to staffing agency, as necessary, for corrective action
Identifies individual performance trends that increases efficiency, consumer satisfaction and brand impact.
Identifies fraudulent activity such as account take over, friendly fraud, theft and similar other risks and works with Payments and Fraud teams in escalation.
Participates and provides guidance in Fraud Committee.
Monitors real time queues, customer and transactional records to identify unauthorized transactions and fraudulent accounts.
Resolves queued transactions within the service level agreements to reduce potential revenue losses.
Interacts with banks and customers to validate information and to confirm or cancel authorizations.
Maintains fraud analysis models to improve efficiency and effectiveness of company systems.
Analyzes accounts and transaction patterns to determine existing fraud trends.
Identifies system improvements to prevent fraudulent activities.
Recommends anti-fraud processes and optimizes current fraud prevention processes.
Identifies potential process improvements and collaborates with Finance to prevent fraudulent activities.
Generates risk management and suspicious activity reports.
Reviews chargeback disputes and creates disputing templates for new products.
Trains agents how to dispute chargebacks, calculate success rates, identify fraudulent transactions and cancel them from further processing.
Conducts transactional and financial audits to mitigate fraud risk and ensure compliance to corporate authority chart, established regulations, and internal controls.
Ensure confidentiality of all information collected during investigation.
Ensures compliance with established processes and procedures
SUMMARY OF REQUIREMENTS
Minimum of 3 years of experience working in customer service, Chargeback management, e-commerce fraud investigations and working with 3rd party fraud solutions
Minimum of 3 years of relevant work experience within the risk management space, including risk assessment, risk reporting, audit, chargeback processes and disputes
Knowledge of the payment industry, and of credit/debit payments systems
3 years of experience leading a team
Experience with Oracle based applications (EBS Service Cloud) preferred
Bachelor’s Degree in Finance or Accounting or equivalent work experience
We are an equal opportunity employer of individuals with disabilities and protected veterans....valuing diversity…celebrating strengths.
Internal Number: 19000000AI
About Nintendo of America
The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold more than 4.5 billion video games and more than 710 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™ and Wii U™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Americas. For more information about Nintendo, please visit the company’s website at http://www.nintendo.com.