JOB PURPOSE
The role provides support to the business by focussing on external fraud on Halfords Digital Platforms ( and MOTO (Telephone Orders) channels
JOB CONTEXT
Profit Protection is an independent, objective function designed to add value and reduce loss. The National Fraud Investigator Digital role manages our fraud prevention software to minimise fraudulent transactions, chargebacks and maximise sales, through the identification of fraudulent transactions and optimising the fraud ruleset.
The role also requires collaboration with our IT, Digital, various Support Centre functions and Field teams as required to raise awareness and prevent frauds, whilst also identifying any faults or issues across the platform and ecommerce sites to maximise our sales conversion rates.
The role also manages and leads a team of colleagues from our Customer Services call centre to aid in identifying fraudulent transactions on our MOTO channel.
The role may also require collaboration with the Police on external investigations.
KEY RESPONSIBILITIES
Key responsibilities for this role include:
1. Analytical skills with the ability to identify trends and interpret complex data streams across multiple sources of data
2. Identifying fraudulent transactions and their networks, blocking them from our eCommerce platforms
3. Being able to understand the pattern of fraudulent transactions and translating this into adjustments that can be made in our fraud ruleset to prevent similar frauds occurring in the future
4. Ensuring that rules in place to prevent fraud are not affecting genuine customers
5. The ability to work quickly and effectively with multiple stakeholders across the business
6. Negotiating and influencing abilities
7. An ability to work under pressure and to be self-motivating
8. Strong organisational skills with the ability to prioritise workload
9. Excellent communication skills
10. Knowledge of criminal law and the Data Protection Act
11. Experienced user of recognised Data Mining tools or online fraud prevention tools
12. Building relationship with other retailers and forums, for example OCR and ECR
Key stakeholders:
Internal relationships
13. Profit Protection Team
14. IT / Digital
15. Retail & Garage Operations
16. Risk management/Legal
17. Audit Committee / Main Board (high level cases)
External relationships
18. Police Service
19. Security Partners and Vendors
PERSON SPECIFICATION
Successful candidates will demonstrate:
20. Innovation and the ability to source new techniques for finding fraud
21. Strong Communication and Influence skills
22. Teamwork and Collaboration skills
23. Driving Results and Continued Improvements
24. Planning and Prioritisation