E-Commerce Fraud and Risk Lead

Overview

The E-Commerce Fraud and Risk Lead role is a full-time position responsible for supporting GOVX's efforts to prevent fraudulent activity, promote customer satisfaction through accurate transaction review, and minimize related financial losses. This role supports fraud prevention operations by guiding transaction review, monitoring team performance and risk trends, assisting with complex or escalated cases, and ensuring consistent adherence to policies and procedures.

The Fraud & Risk Lead helps maintain operational efficiency, accuracy, and risk awareness while partnering with leadership to present insights and recommendations that support informed decision making.

• Lead, coach, and mentor Fraud and Risk Associates to ensure consistent application of fraud detection techniques, transaction analysis, and policy adherence.
• Train and onboard new team members, ensuring proficiency in tools, workflows, and fraud prevention best practices.
• Monitor team performance, conduct quality reviews, track trends, and prepare data driven insights and summaries for leadership on a weekly, monthly, or as needed basis.
• Ensure team compliance with established policies and procedures, escalating risks or gaps with recommendations for resolution.
• Maintain accurate team documentation, including timecards, attendance, and scheduling, while strategically planning staff coverage to ensure optimal support during high traffic periods.
• Lead the identification of fraud and risk improvement opportunities through data analysis, presenting system and process enhancement options and next best actions to management to review and approve implementation.
• Provide insights and recommendations on rules based logic and system models to improve fraud detection accuracy.
• Research industry trends and emerging fraud threats and present recommendations to leadership for consideration.
• Analyze customer behavior, payment methods, shipping addresses, and transaction data (both proactively and in real time) to identify potential fraudulent or reseller activity and escalate findings as appropriate.
• Guide and support associates reviewing orders flagged by automated fraud prevention systems, including account investigation and customer verification via email, and internal tools to confirm or cancel orders.
• Assist with complex or escalated order issues, including returns, cancellations, and refunds, validating customer history and data points to prevent delays or fraud.

• Monitor team throughput, queue adherence, and SLA performance across fraud reviews, Review Holds, and account level investigations; identify risks, remove blockers, and escalate capacity or process issues as needed.
• Ensure consistent, appropriate, high quality fraud decisioning through coaching, quality reviews, and trend analysis, reducing reversals, incorrect escalations, and documentation gaps across the team.
• Oversee timely and effective handling of escalations, ensure policy adherence, and maintain clear, audit ready documentation and workflows while supporting positive customer outcomes.
• Track fraud, performance, risk trends and present actionable insights and improvement recommendations to leadership on a monthly basis.

• Associate's degree or equivalent experience
• Experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams, SharePoint)

$26.00 - $29.00 per hour

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsible that are required of the employee for this job. Duties, responsible, and activities may change at any time with or without notice.