Customer Transactions Investigator

Primary customer contact on Corporate Refund issues and maintains database files for refund, apprehension and confidential data. Do you love . . . investigating and problem solving? Are you energized by . . . providing exceptional customer service? Do you enjoy . . . maintaining detailed and accurate investigation records?

ACCOUNTABILITIES

SUPPORT RESEARCH AND RESOLUTION OF CORPORATE REFUND PROCESS

  • Provides professional customer contact regarding Corporate Refund Requests and maintains detailed notes within the Corporate Refund system
  • Researches all daily-generated Corporate Refunds using all systems available
  • May need to partner with Team Lead on decision in escalated or unfamiliar situations
  • Decide the outcomes of majority of the incidents that affect customer service regarding payment/rejection of Corporate Refunds without support after six months in position


SUPPORT DAILY OPERATIONS THROUGH ACCURATE PROCESS COMPLIANCE AND DOCUMENTATION
  • Assists in maintaining the On-Line Case Management System
  • Maintains strict confidentiality of all files, conversations and any department-related information
  • Verifies Corporate Refund checks exceeding the positive pay threshold
  • Collects Civil Demand/Restitution payments from apprehensions within the Case Management system


PROVIDE TIMELY COMMUNICATION FOR CUSTOMER AND STORE INQUIRES
  • Prepares and sends out letters to customers involving KMRC resolutions to Corporate Refunds
  • Assist in maintaining all team email inboxes
  • Provides District Loss Prevention Managers and Loss Prevention Supervisors information regarding Corporate Refunds


QUALIFICATIONS

REQUIRED
  • High School diploma or equivalent


PREFERRED
  • Minimum of two years related business/office experience
  • Bi-Lingual
  • Assertive and persuasive
  • Working knowledge of Microsoft Office software applications
  • Prior experience conducting investigations


SPECIAL REQUIREMENTS
  • Ability to work a flexible schedule to include nights and weekends as needed


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