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eCommerce Fraud Operations Manager: Follett Corporation - Westchester, IL 60154

As the Manager of eCommerce Fraud Operations, you will be responsible for the day-to-day risk related operation for Follett's ecommerce channels by leading and managing all fraud prevention efforts and strategies. Your key focus will be on payment processing, chargebacks and policy and procedure for ecommerce/card not present payment fraud prevention.  You will work closely with Customer Service, IT, Investigations, our external monitoring service (ReD) and ecommerce business owners.  


  • Oversee the review of high-risk transactions on all ecommerce channels and determine if transactions are fraudulent or legitimate with little or no supervision or direction
  • Conduct in-depth research to validate purchases by contacting banks, customers and suppliers via phone, email and fax
  • Perform all necessary procedures after fraud is identified to prevent financial losses
  • Run queries to retrieve data and produce standardized reports
  • Handle customer service calls and emails regarding fraud inquiries
  • Train Customer Service associates to detect fraudulent orders and resolve customer inquiries related to cancelled orders
  • Acquire, train and supervise temporary fraud agents during peak selling periods
  • Work effectively with peers and leadership by communicating fraud trends and sharing ideas and information in a constructive and positive manner
  • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements
  • Work directly with the company's 3rd party Payment Providers to ensure the chance of fraud is eliminated
  • Report on fraud, chargeback's, risk management success factors and other KPI's as required
  • Ensure 3rd party fraud risk management tools are calibrated to reflect similar fraud risk assessment criteria
  • Update the company's documentation on work processes and methods, risk assessment measures, detection protocols and models
  • Collect industry data to set benchmarks and to measure success of various actions taken to prevent fraud


  • Bachelor’s degree
  • 3-5 years of relevant anti-fraud experience in a global ecommerce environment centered on credit card transactions
  • Experience with third party fraud prevention software such as ReD, Cybersource, ThreatMetrix, or Kount
  • Excellent relationship building, leadership, and team management skills
  • Must be detail oriented with strong analytical and organizational skills
  • Independent with the ability to work simultaneously on various projects and bring problems to resolution
  • High competencies in data analysis, rules modeling, investigations and reporting
  • Excellent understanding of an ecommerce environment and the overall online shopping process
  • Have or willing to complete the eCommerce Operations Specialist Certified by The Fraud Practice training track

To apply for the position, search “eCommerce Fraud Operations” on or click the following link:






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