Analyst, Fraud & Chargebacks, Coach brand

The Fraud Analyst will work directly with sales, marketing, Finance and customer care to achieve the goal of reducing chargebacks for Tapestry while maintaining our bottom line through rule management, analysis, and manual review efforts The Fraud Analyst’s success is measured by our ability to execute a strategy that balances sales performance with an effective risk profile to provide a frictionless experience for our customers and with minimal impact to financial performance. (This role may support the Kate Spade New York brand instead of Coach) The successful individual will leverage their proficiency in fraud and chargeback analysis to... Develop and maintain processes to mitigate fraud losses with a focus on client experience Identify reputational risk and its operational /financial cause/effects Perform data analysis and collaborate on rule recommendations Provide support, direction, and knowledge to the customer service team regarding processes, products, procedures, and general knowledge and providing written responses to customer issues Work with Business Intelligence on analysis of customer and product rules and specific data points to resolve data issues and suggest improvements Collaborate with the Technical teams on development, documentation, and clarification on current and future fraud tools Serve as customer service team resource for escalated issues that need high-touch resolutions Actively communicating with 3rd party providers to monitor and improve performance Lead monthly calls with cross-functional partners and 3rd party vendors Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives Provide subject matter expertise on tools and technology needed to evolve the customer experience in line with Coach’s omni-channel strategy Perform other duties and projects as assigned The accomplished individual will possess... Bachelor’s degree in Business, Marketing, or related field preferred. Can be flexible to work weekends, holidays and/or extended hours as needed Our Competencies for All Employees Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary. Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.