Digital Fraud Analyst

Overview

REI Co-op collaborates to innovate better work methods with the purpose of helping people enjoy the outdoors. Working here means delivering your best performance while receiving support to enhance your life quality. You also play a role in shaping the outdoor experience for future generations and the planet.

This position safeguards REI’s interests by overseeing customer purchase activities on REI’s eCommerce platforms like REI.com and Call Center. The role is critical in preventing losses caused by Card Not Present fraud (credit and gift cards), account takeovers, and misuse including reselling and coupon fraud. The analyst uses various tools to examine eCommerce and POS transactions, distinguishing fraudulent attempts from legitimate orders to ensure smooth fulfillment.

Responsibilities

• Review transactions using task-driven goals to minimize financial loss from fraud or misuse.
• Monitor real-time fraud queues such as Gift Card orders, BOPUS, RSPU, International, Expedited, and Corporate sales.
• Validate order legitimacy through risk rules, transaction facts, email/social media footprints, IP/device details, and payment info.
• Detect, analyze, and investigate fraud trends like account takeover, credential stuffing, friendly fraud, and gift card theft.
• Collaborate with Sales & Customer Support teams to resolve suspicious transaction inquiries.
• Confirm genuine activity and provide exceptional customer service; handle escalated fraud and payment issues sensitively.
• Meet all SLAs for manual order reviews and responding to referrals or customer contacts.
• Manage chargeback and dispute processes end to end, following industry regulations.
• Record general ledger entries to properly manage bad debt accounts.
• Guide and train new or junior team members.
• Maintain confidentiality and comply with PCI-DSS in all communications.
• Suggest and communicate fraud prevention improvements.
• Coordinate with other teams including SCS, Stores, and Distribution Centers.
• Perform other assigned duties and projects.
• Work schedule includes four 10-hour days weekly with at least one weekend day.

Preferred Qualifications

• Proficiency with Microsoft 365 applications, particularly Excel.
• Minimum one year experience in eCommerce asset protection, fraud prevention, customer service, or related banking sector roles.
• Bachelor’s degree in criminal justice, forensic accounting, finance, or asset protection fields.
• Relevant industry certifications such as LPC, LPQ, CFI, or FPSS.
• Knowledge of systems like COM/SOM, CSA, OSI, and EJ.
• Familiarity with fraud detection software and methodologies.
• Skilled in conducting external customer investigations utilizing available tools.
• Comprehensive understanding of chargeback and dispute resolution cycles.

Additional Information

REI is committed to diversity and inclusion, aspiring to be an anti-racist, multicultural workplace. We value the unique perspectives each employee brings and foster an environment of respect and belonging. Our benefits include employee discounts, health coverage, retirement plans, and paid time off.

Salary range for this role is $20.38 to $28.56 per hour, adjusted according to skills, experience, and location. REI practices pay equity and transparency in compliance with applicable laws.