Role Summary:

Fraud Escalation Agents are charged with protecting Saks from unauthorized financial activity. On a daily basis, Fraud Escalation Agents protect the company by conducting reviews of customer inquiries specific to fraud and non-fraud risk.

This is a cross-disciplinary position that requires Agents to possess exceptional judgment, well-developed critical thinking and communication skills, and the ability to operate in uncertain and unusual situations. This position requires thoughtful customer interaction and a strong investigative mindset. This position requires the ability to respond to inquiries, collaborate with multiple business partners, and make business-appropriate decisions while working independently.

Key Qualifications:

• 2-3 years of experience in a customer service-facing role or a fraud/investigative function in a high-growth, fast-paced environment
• Bachelor’s degree or equivalent work experience (if applicable)
• Experience with Microsoft suite systems or programs highly preferred
• Exceptional communication, analytical, and written skills highly preferred
• Ability to work Days, Evenings and Weekend schedules/hours
• Experience analyzing merchant credit risk
• Demonstrated judgment in ambiguous situations
• Experience communicating directly and indirectly with customers
• Well-developed analytical and critical thinking skills
• Requires the ability to work cross-functionally with various teams
• Strong understanding of remote work resources such as video conferencing, Voip, and shared use of documents/smart sheets
• Must be fully vaccinated against Covid-19 and, if hired, present proof of vaccination prior to beginning employment.

Role Description:

• Evaluate high-risk transactions for potential fraud; research past activity; collect information from online and offline sources, and directly from customers via phone.
• Conduct investigations and collect information from a wide variety of sources including open sources, databases, and banks in relation to customer inquiries
• Provide law enforcement with detailed data to assist them with conducting investigations when applicable
• Answer customer calls related to fraud inquiries and has professional customer-facing conversations
• Partner with offshore resources and management to assist in applying our total fraud strategy
• Resolve customer contact cases related to fraud and abuse in a timely manner
• Action any other duties as assigned by the manager related to fraud

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental).
• An amazing employee discount