At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.
We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.JOB PURPOSE
As a Digital Fraud Analyst
at Burberry, you'll work closely with our Customer Services team, our Merchant Services provider and the wider Asset and Profit Protection (APP) team to mitigate instances of digital fraud, from chargebacks and disputes to ecommerce customer claims. The Digital Fraud team are based in Hong Kong, Las Vegas and here in Leeds, and this role will be responsible for transactions within the EMEIA region.This Digital Fraud Analyst role is offered on a full time, permanent basis in our offices in Queen Street, Leeds. Due to the nature of this role, you will be required to be in the office 5 days a week, and due to the geographical split in the team, some flexibility across time zones is needed for meetings.RESPONSIBILITIES
- Reviewing and responding to global digital chargebacks, managing the chargeback platforms and dispute process from end to end in partnership with our 3rd party provider
- Supporting investigations on customer claims and disputes that have been escalated from the Customer Service team, conducting follow up research on potentially fraudulent claims and acting as a resolution specialist
- Supporting Customer Service inquiries on orders declined during fraud screening and providing additional information to fraud business partners, issuers and acquirers
- Tracking and reporting on emerging behaviours and trends, to provide insight and information to the wider APP team
- Supporting on Cyber and GDPR (General Data Protection Regulation) requests
- Experience working within Digital Fraud prevention, either in house or from a solution provider, merchant/acquirer/issuer, financial institution or similar
- Excel proficiency (intermediate level) and working knowledge of Office 365
- Second to none investigative skills, attention to detail and high level of accuracy
- Excellent communication skills, and fluency in English (verbal & written)
- Experience working with/alongside Customer Service preferred
- Confident with a proven ability to work in a team and independently
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.