GOVX · 11 hours ago
E-Commerce Fraud and Risk Lead
La Vergne, TN
Full-time
Onsite
Mid Level
$26/hr - $29/hrGOVX is focused on preventing fraudulent activity and promoting customer satisfaction. The E-Commerce Fraud and Risk Lead is responsible for guiding transaction reviews, monitoring team performance, and ensuring adherence to policies while providing insights to leadership for informed decision-making.
E-CommerceInternetRetailTicketing
Responsibilities
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
Qualification
Required
Associate's degree or equivalent experience
Experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams, SharePoint)
Company
GOVX
GOVX is an eCommerce company built around the appreciation and respect for the US Military and First Responder communities.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$23.1M2016-10-31Series Unknown· $3.73M
2015-08-02Series A· $11.5M
2014-03-21Series Unknown· $7.87M
Leadership Team
Alan Cole
President / CEO
Chris Bohnert
Chief Product Officer
Recent News
2025-10-28
Company data provided by crunchbase