Fraud Queue Agent (9-12 months FTC) - 39 hours Reward calculator

The Fraud Queue Agent role forms a vital part in our vision to become the "World's best pet care business". The overarching purpose is to help protect the customer experience online by managing the transactions within the Fraud Queue. As part of a small team, you will play a key role in supporting our online fraud response by protecting the customer experience through accurate and timely monitoring of transactions.,

• Monitor live transactions as they pass into the Fraud Queue.
• Analyse any transactions that appear as high risk and either pass through for processing or escalate as appropriate.
• Escalate any system errors or technical issues to the Senior Fraud Manager in a timely manner.
• Chargeback and dispute management.
• Compile evidential packages for more complex investigations.
• Contact customers who may have been a victim of fraud. In addition, discuss concerns with customers who may have been identified as high risk.
• Liaise with appropriate teams internally, highlighting areas of risk where appropriate.
• See all investigations through to conclusion; make recommendations to improve the process to the Senior Fraud Manager or wider team.
• Understand and keep up to date with industry trends.
• Develop relationships with all key stakeholders across the business, primarily in Ecom Operations, Customer Services and the wider Profit Protection Team.
• Actively work on your own personal development to improve your skill base and knowledge within the industry., Our new salary calculator is designed to give you a clear picture of your potential salary, bonuses, and pension at Pets at Home. But that's just the start-we also offer a range of additional benefits, from holiday purchase options to private health and life assurance. These are all part of our commitment to your well-being, ensuring you're supported in every aspect of your life. With this tool, you can begin to see how rewarding your future with us could be.
Calculate your reward Enter your salary and we will calculate your overall reward. Total amount you earn per year Base Salary £ Annual Performance Related Bonus £ Employer Pension £ Total Reward £ Please note that the salary calculator provides an indicative estimate of your potential earnings, including salary, bonuses, and pension contributions. While we strive for accuracy, the figures displayed are for guidance purposes only and do not constitute a guarantee of actual remuneration. Final compensation details will be confirmed during the hiring process.

This is a fast-paced role where tasks can change quickly therefore you should be comfortable multi-tasking. You will be speaking to our customers on the phone and should have excellent communication skills, both verbal and written., You'll be customer focussed, ensuring that your approach is customer-led with a view to exceeding both customer and business expectations. Being comfortable with analysing large data sets you'll have a track record of incredible attention to detail, being able to act quickly and decisively following complex investigations and decisions. Key experience:
• Ability to work cross functionally in a team orientated environment, face to face or remotely.
• Strong communication skills.
• Knowledge of financial crime, cyber fraud, drop shipping and the threats they pose.
• Analytical skills and experience with Microsoft Excel.
Role Specific Competencies:
• Collaboration: must be able to work in a team orientated environment, both internally and externally.
• Must be comfortable making decisions quickly and decisively.
• Must be able to work unsupervised and on own initiative.
• Customer focussed: must be customer led in your approach, understand the customer experience and the expectations of the business to meet and exceed these.
• Attention to detail: must be able to accurately piece together investigations and follow through to conclusion, whilst putting actions in place to reduce the risk from lessons learned.
  
  Pets just see people. They aren't biased and they don't discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
About Us: "We put pets first" is our number one value at Pets at Home. Every colleague has a part to play to ensure that we deliver this value every day. Our love and understanding of pets led us to develop our long-term goal of improving the life of every pet in the UK. This covers not only the pets in our care, the pets of owners that use our products and services but also the pets that we can help through our charity work and through educating and advocating for change in society and the wider pet care and veterinary industry. We have an ambitious plan, to become "The Best Pet Care Business in the world" and a key part of delivering this will be through customer engagement in our brand and its continued evolution. We put pets first: it's not simply a statement, it's our driving principle and one that you will help bring to life, curating a meaningful brand identity that resonates with and rouses our audience of customers, colleagues, practice owners and investors.