Digital Investigations Specialist, Gap Inc.

OVERVIEW The Digital Investigations Specialist has a strong knowledge and understanding of Gap Loss Prevention and Investigation procedures. Investigates loss in the three primary areas for Digital LP: Margin, Shrink, and Fraud. Investigates suspicious in-store purchases to recover company assets and prevent fraud. Works with law enforcement partners to build and resolve external fraud/loss cases. Works with Digital and Field LP to identify and resolve internal fraud/loss cases. Maintains communications with Financial Institutions, Law Enforcement, Stores, and Field and Digital Loss Prevention teams to assist in reducing fraud, bad debt, margin, and loss activity. Educates and trains Stores and Field Loss Prevention teams on identifying and preventing fraudulent activity at the POS. COMPETENCIES Learning Agility Customer Impact Drives Results Collaboration and Influencing ORGANIZATIONAL LEADERSHIP Will have daily interaction with Digital and Field Loss Prevention Leaders, GSC LP employees, Call Center and DC employees, Store Leaders, and LP Agents. Seeks advice/direction from the Loss Prevention Management team as needed. KEY RESPONSIBILITIES Contribute to Loss Reduction / Investigations (65%) Investigate three primary areas of loss for Digital LP: Margin, Shrink/Freight Claims, and Fraud/Bad Debt Utilize various tools (NOVA, Venus, ReD, CCUI, Central Office, OSI, nWMS) in the identification and resolution of loss activity in the omni-channel environment Investigate loss related to omni-channel initiatives: Ship-from-Store, Order-in-Store, Online Returns, Reserve-in-Store Responsible for identifying suspicious in-store purchases through the use of Revenue Accounting and NOVA reporting tools and the SVC Database Facilitate and oversee audit process into e-commerce order activity to identify internal and external system abuse related to discounts/promotions, claims of non-receipt of packages, missing items, refunds, fraudulent credit card/gift card activity Support fraud investigations across all brands, including Gap, Banana Republic, Old Navy, Athleta, and Intermix Works with multiple financial institutions to identify and confirm fraudulent financial activity Responsible for devaluing gift cards and/or canceling fraudulent transactions Utilize analytical ability to identify suspicious trends that are creating financial loss for the company, specifically around margin, shrink, and fraud Works with Call Center and DC Operations teams to identify fraudulent activity and cancel fraudulent e-commerce orders Conduct and direct investigations through traditional and non-traditional methods (Cyber, data analytics, C.C.T.V., ReD, social media). Responsible for initiating internal and external investigations based off the above audit results and/or received information from Field or Law Enforcement partners Responsible for assisting Field Investigators and Field Regional Managers on any pending investigations Assists Pipeline and Brand Protection investigations Act as a witness during any loss prevention interviews as conducted by the Regional Loss Prevention Manager, Area Investigator, District Loss Prevention Manager, or Digital Training and Development (25%) Create training documentation for Field LP partners on methods to identify and prevent fraudulent activity in stores Facilitates and attends meetings, conference calls, and training sessions to provide relevant training to Loss Prevention and Stores teams to identify and prevent bad debt and other financial crimes Train law enforcement partners on e-commerce fraud trends and techniques Train Digital LP team on emerging trends related to margin, shrink, and fraud loss Communicate suspicious trends, patterns, or activities to Field and Digital LP teams for resolution Operations (10%) Provide monthly reporting to Revenue Accounting on financial impact of SVC recoveries Maintain Payment Card Industry (PCI) compliance standards Maintain appropriate recording keeping requirements in SVC Database Review the Gift Card Investigations mailbox to respond to all Field LP inquiries on suspicious purchases to detect and resolve potential fraudulent transactions within 24-hour SLA Upload and publish monthly reporting to Field LP teams regarding activity identified in their area(s) of responsibility Create incident and case reports in LPRM system to document cases Complete all assigned daily, weekly and monthly responsibilities

KEY EXPERIENCES

Knowledge, skills & abilities:

  • Knowledge of Loss Prevention and/or security procedures preferred
  • Strong analytical ability
  • Attention to detail
  • Must possess good oral and written communication skills
  • Self-motivated; must be able to multi-task and work in fast paced environment work with little supervision
  • Must present a professional demeanor and appearance at all times
  • Preparing computer reports on Windows, Microsoft Office and Microsoft Access
  • Strong problem solving and decision-making skills.
  • Strong organizational skills.
  • Demonstrated teamwork and flexibility.
  • High professional standards regarding customer service and confidentiality.
  • Experience conducting and resolving internal and external investigations.

Minimum educational level:

  • High School Diploma or equivalent, college degree preferred

Minimum experience:

  • 3 years of Retail Loss Prevention, investigative, or analytics experience preferred

Physical Requirements:

  • Ability to work nights and weekends appropriate to retail business needs.
  • Ability to travel to stores, distribution & fulfilment centers and maneuver around sales floors, stock rooms, facilities and offices.
  • Must be able to work for periods at a desk on a computer

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