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Omni-Channel Fraud Manager

Position Overview:

Develops and implements strategies and procedures for reviewing internal or external inquiries and identifying fraudulent transactions. Analyzes trends to identify emerging fraudulent schemes or risks; recommends proactive, preventive measures to reduce exposure and limit the organization's liability. Approves the resolution of issues by returning funds, or directs employees to escalate more complex investigations.

Position Details:

Work Environment:

At Duluth Trading Company, we value face-to-face interactions that foster our culture of learning, creativity, and teamwork. The role is based at our headquarters near Madison, WI. You will work in the office Monday through Thursday, with the option to work from home on Fridays if you prefer.

What You’ll Do:

Works cross-functionally with the IT Department, Store Operations, Finance, Customer Care, and our fraud solution vendors to minimize losses due to fraudulent on-line activity
Review new business initiatives and recommend fraud mitigation strategies during planning and design phases
Monitors the monthly credit card chargeback report and works with cross-functional partners to develop solutions to reduce the loss
Prepare and submit compelling evidence packages to financial institutions for fraud chargeback disputes
Investigates web orders placed on fraud hold and provides recommendations on legitimacy
Investigates fraudulent reward activity, abuse of refunding policies, gift card fraud, and disingenuous customer complaints
Research & investigate return and replacement and other customer concessions exceptions reporting
Coordinate efforts with the fraud solution provider
- Assist with the integration and deployment of our Exception Based Reporting system, including advising on information required to build queries and reporting
- Provide subject matter expertise in fraud analytics
- Develop ad-hoc queries and reporting
Provide recommendations around:
- Operational process changes or improvements
- Fraud reduction measures
- System improvements to reduce fraud
Case management and retention
Provide monthly reporting on results and findings
Work with the Finance team to investigate bad debts
Monitor online marketplaces for copyright infringement or fraudulent activity
- Report findings for review
- File copyright and verified rights violations within terms of marketplaces
Educate self on current fraud and loss trends in the retail market. Network with nationally recognized fraud mitigation groups and alliances
Develops reporting on on-line fraud activity and bad debt data
Assists in Agilence reviews and investigations

What We’re Looking For:

Bachelor’s Degree, or equivalent experience in finance, accounting, forensics, criminal justice, or computer science - Equivalent work experience will be considered
Years of Experience: 7+
Years of Management Experience: 1+
Experience handling chargebacks, retrieval requests, dispute resolution, and card compliance processes.
Experience with EBR tools, including building queries and interpreting the output
Experience developing reporting and presenting findings to cross-functional groups
Knowledge of Microsoft Dynamics AX and the Agilence EBR tool a decided plus
A strong background in trend analysis and margin erosion detection
Able to communicate well across functions
Highly organized and able to manage several concurrent projects
Preferred experience with Adyen (payment processor)
Supervisory experience
Authorization to work in the United States without sponsorship

Physical Environment & Travel Expectations

Travel is required for less than 10% of company-related meetings, programs, and/or events
Sitting is required for 90% of working hours
Standing is required for 10% of working hours
Continuous arm, hand, and wrist movement (ie: typing)
Occasional reaching, twisting, and bending
Noise level no greater than casual conversation
Ability to perform work in cubicle workstations or an office setting
Work in temperatures ranging from 65 - 75 degrees

Duluth Headquarters Benefits and Perks

Our pursuit of a better way isn't just about our products—it's about our people too. That's why our Dam Good Crew enjoys a comprehensive benefits package, designed to support their well-being and success.

Multiple Medical plan options
Dental & Vision plans
Medical and Dependent Care Flexible Spending Accounts
Health Savings Account including company contributions
Company paid Life Insurance and AD&D
Company paid Short-Term Disability
Other various voluntary benefits including: Accident, Critical Illness, Hospital Indemnity, Long-Term Disability and Supplemental Life Insurance
401(k) Employer Match
Parental Leave
Paid holidays: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day
Paid Time Off: take it as you need it policy for exempt employees
Daily pay available
40% Employee Discount
Flexible Fridays
Onsite fitness center

Position Compensation Outline

Compensation Range: $94,000 - $130,000/year

This position is eligible to participate in the company bonus program.

Compensation listed is for the full-time position at this specific location and is based on several factors, including experience, and qualifications. Benefits and perks may have eligibility requirements and are subject to change.

#LIONSITE

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. Duluth Trading Company is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

About Duluth Trading Company:

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.

From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life.

Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that’s hellbent on helping the world to gear up, get its hands dirty, and do.

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