Fraud Analyst

Position Title: Fraud Analyst
Department: Digital
Reports To: Order Verification Supervisor

FLSA Status: Non-Exempt

Location: In Office, Zumiez Home Office - Lynnwood, WA

Wage Range: $18.00 - $28.00 Hourly
Effective Date: 04/25/2025

Benefits: Medical, dental, vision, stock purchase program, 401k, product discount.

Position Summary

The Digital Fraud Analyst is a frontline role focused on actively managing fraud prevention queues and ensuring the secure processing of online transactions. This position is responsible for executing real-time fraud screening, verifying customer details, and resolving payment exceptions within the e-commerce pipeline. Working in close coordination with the Order Verification, Customer Care and Accounting teams, this role ensures seamless queue management and operational flow while minimizing financial risk and loss.

Key Responsibilities

• Operate and maintain fraud detection queues, reviewing flagged orders in real-time to determine risk level and release, hold, or cancel as appropriate
• Take immediate action on suspicious transactions, following up with customers via phone or email to verify identity and ensure account safety
• Prioritize and manage daily workflow in fraud and payment exception queues to ensure timely resolution within SLA
• Identify recurring fraud patterns or gaps in fraud filters and escalate recommendations for updates to fraud screening rules
• Support smooth operations by maintaining queue hygiene, documenting case outcomes, and ensuring accurate categorization of fraud cases
• Serve as a point of escalation for the customer service team regarding questionable orders or unusual customer activity
• Coordinate with financial institutions and law enforcement to gather or report information related to fraudulent transactions
• Process customer refunds, chargebacks, and exception funds in accordance with established procedures
• Participate in cross-functional stand-ups or huddles to align on daily fraud trends, queue volumes, and customer impact
• Perform other related duties as required to support efficient fraud operations

Required Qualifications

• 2+ years of hands-on experience in order operations, queue management, customer service-related contact or transaction screening
• Familiarity with fraud detection platforms (e.g., CyberSource Decision Manager preferred) and case queue systems
• Strong ability to analyze patterns and make quick, informed decisions with limited information
• Exceptional organizational and prioritization skills in a high-volume, fast-paced environment
• Comfortable working with ambiguity and shifting fraud tactics in real-time
• Proactive and communicative team player with a calm, professional presence when interacting with customers or internal teams
• Strong attention to detail with the ability to execute repeatable tasks efficiently and accurately

Physical Demands & Work Environment

• Frequent use of phone, email, and online communication tools
• Typically works in a shared office or open-floor environment, often in close proximity to teammates
• Position requires flexibility to work weekends and holidays as part of a rotating schedule, based on business needs
• Prolonged periods of desk work and computer use

This job description outlines the core responsibilities of the position and may evolve as business needs change. All tasks are considered essential unless otherwise noted. Reasonable accommodations may be provided for individuals with disabilities. The company retains the right to revise this description at any time.

Position Title: Fraud Analyst
Department: Digital
Reports To: Order Verification Supervisor

FLSA Status: Non-Exempt

Location: In Office, Zumiez Home Office - Lynnwood, WA

Wage Range: $18.00 - $28.00 Hourly
Effective Date: 04/25/2025

Benefits: Medical, dental, vision, stock purchase program, 401k, product discount.

Position Summary

The Digital Fraud Analyst is a frontline role focused on actively managing fraud prevention queues and ensuring the secure processing of online transactions. This position is responsible for executing real-time fraud screening, verifying customer details, and resolving payment exceptions within the e-commerce pipeline. Working in close coordination with the Order Verification, Customer Care and Accounting teams, this role ensures seamless queue management and operational flow while minimizing financial risk and loss.

Key Responsibilities

• Operate and maintain fraud detection queues, reviewing flagged orders in real-time to determine risk level and release, hold, or cancel as appropriate
• Take immediate action on suspicious transactions, following up with customers via phone or email to verify identity and ensure account safety
• Prioritize and manage daily workflow in fraud and payment exception queues to ensure timely resolution within SLA
• Identify recurring fraud patterns or gaps in fraud filters and escalate recommendations for updates to fraud screening rules
• Support smooth operations by maintaining queue hygiene, documenting case outcomes, and ensuring accurate categorization of fraud cases
• Serve as a point of escalation for the customer service team regarding questionable orders or unusual customer activity
• Coordinate with financial institutions and law enforcement to gather or report information related to fraudulent transactions
• Process customer refunds, chargebacks, and exception funds in accordance with established procedures
• Participate in cross-functional stand-ups or huddles to align on daily fraud trends, queue volumes, and customer impact
• Perform other related duties as required to support efficient fraud operations

Required Qualifications

• 2+ years of hands-on experience in order operations, queue management, customer service-related contact or transaction screening
• Familiarity with fraud detection platforms (e.g., CyberSource Decision Manager preferred) and case queue systems
• Strong ability to analyze patterns and make quick, informed decisions with limited information
• Exceptional organizational and prioritization skills in a high-volume, fast-paced environment
• Comfortable working with ambiguity and shifting fraud tactics in real-time
• Proactive and communicative team player with a calm, professional presence when interacting with customers or internal teams
• Strong attention to detail with the ability to execute repeatable tasks efficiently and accurately

Physical Demands & Work Environment

• Frequent use of phone, email, and online communication tools
• Typically works in a shared office or open-floor environment, often in close proximity to teammates
• Position requires flexibility to work weekends and holidays as part of a rotating schedule, based on business needs
• Prolonged periods of desk work and computer use

This job description outlines the core responsibilities of the position and may evolve as business needs change. All tasks are considered essential unless otherwise noted. Reasonable accommodations may be provided for individuals with disabilities. The company retains the right to revise this description at any time.