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Full-time
Disability Confident Committed employer
Posted 13h ago
~38 hrs/week
Responsibilities
The Fraud Agent is responsible for reviewing high-risk online transactions, identifying suspicious activity, and taking appropriate action on orders. They also manage chargebacks, claims, and refund requests while ensuring compliance with service level agreements and company policies.
Requirements
Candidates must have at least one year of experience in a fraud or similar role and possess strong analytical and problem-solving skills. Proficiency in Microsoft packages and the ability to work in a fast-paced environment with high attention to detail are essential.
Full job description
About THG Ingenuity
THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.
Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
The Fraud agent is responsible for reviewing, identifying, and investigating high-risk online transactions, taking appropriate action on each order. They will resolve fraud-related issues for customers, victims, and third parties through different channels. This role will also ensure the efficient and accurate processing of chargebacks and refunds within service level agreements (SLAs) across various platforms, while also identifying trends, errors, and potential threats to the business. The Fraud Specialist will proactively contribute to the improvement of fraud, chargeback, and refund processes.
Responsibilities
Review online transactions and identify suspicious activity and emerging trends using fraud detection tools, take appropriate action on each order and communicate the outcome with the customer where necessary
Process chargebacks, claims and disputes through different payment acquirers in line with SLAs and company procedures
Process customer refund requests in alignment with company policies, procedures, and SLAs. Investigate high-risk refund requests, verify their legitimacy, and ensure the accuracy of refund amounts, taking appropriate action and communicating with customers where necessary
Utilise both manual and automated tools to collect data and perform investigations related to orders, chargebacks and refunds, identifying necessary actions to prevent fraudulent activity and minimise potential losses to the business and its customers
Respond promptly and professionally to queries from internal and external teams
Provide recommendations for process improvements within fraud detection, chargeback, and refund operations
Regularly engage in training and skill development on fraud-related topics and stay updated on the latest technologies and trends
Perform additional administrative tasks as needed
Special requirements
1+ years’ experience in a Fraud or similar role
Experience with Fraud detection tools and/or chargeback and refund processing systems is highly desirable.
An inquisitive mindset with the ability to assess patterns, detect suspicious activity and solve problems
Exceptional attention to detail with the ability to manage a high-volume workload whilst maintaining accuracy
Excellent verbal and written communication and interpersonal skills with a professional telephone manner, and the ability to deal with customers in a confident way
A demonstrated ability to work effectively in a fast-changing environment
Logical, proactive and confident in suggesting improvements to processes
Proficient in Microsoft packages
Ability to maintain utmost confidentiality
A flexible, open-minded, team player that is adaptable to changing situations.
Salary - £27,000 base + benefits
Location - There are two office locations available, either Manchester (WA15 0AF) or Northwich (CW9 7RA)
Hours - Shifts are 8.30am – 4.30pm or 5pm - 1am Monday to Sunday on a rota basis (37.5 hours). Candidates will be required to work 1 in 3 weekends.
THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.
Related keywords
Fraud detectionChargebacksRefundsRisk managementTransaction monitoringData analysisPayment acquirersSLAComplianceInvestigationMicrosoft OfficeCustomer serviceDigital commerceAdministrative support
Accelerating brand growth through cutting-edge commerce solutions.
THG Commerce
Complete Commerce with the highest-performing technology platform in-market.
THG Fulfil
World-class fulfillment engineered to drive customer retention.
THG Studios
A creative powerhouse like no other, designed to supercharge brand growth.
Offices: Voyager House, Manchester , England M90, GB
How many Security & Safety jobs are open in Manchester, United Kingdom right now?
There are currently 249 open security & safety positions in Manchester, United Kingdom listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Security & Safety roles in Manchester, United Kingdom?
Companies currently hiring include NCC Group, Johnson Controls, BAE Systems Digital Intelligence, BNY, Capgemini, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Security & Safety jobs in Manchester, United Kingdom?
Yes — 141 of the 249 open security & safety positions offer remote or hybrid work (12 remote, 129 hybrid).
How do I apply for Security & Safety jobs in Manchester, United Kingdom?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.