About the job

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How We LEAD

UMG eCommerce & Label Services is seeking a motivated, detail driven Fraud Analyst to work within the eCommerce Fan Services and Customer Support Department in our headquarters in Philadelphia. This role is responsible for analyzing fraudulent orders and disputes and the accompanying communication with banks. This role records transaction details of all disputes filed and benefits from a communicative, resourceful mindset. They will work closely with the Sr. Fraud Analyst, Customer Service.

How You'll CREATE

Analyze fraud-related datasets ranging from tens of thousands to hundreds of millions of recordsPerform deep dives into large or randomly-sampled fraud cases to determine what happened, perform annotation, and identify opportunities to improve systems or processesCollaborate with team members, vendors, and other departments to identify fraud vulnerabilities, methods, and trends, and to coordinate fraud-related processes and strategiesEngage in and implement processes for the reissuance of compromised cards in large data breachesReport suspicious activity as requiredMonitor activity, analyze data and implement changes for safe practice in online activityCommunicate directly with banks in resolving chargeback disputes for over 700 online storesLog precise details of all disputes within various system toolsExport and review fraudulent order holds on a daily basisCommunicate courteously and accurately with customers and internal UMG employees to address any needs or questions while ensuring service level expectations are maintainedMeet Customer Service policy expectation of processing refunds within confirmed SLA timeframesPartake in regular project assignment, completion, and review with the Refunds TeamSupport Customer Service projects or other assignments as neededUphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center

Bring Your VIBE

Strong communication skills, both verbal and written.Ability to recognize trends and situations that need to be escalatedIndependent thinker; able to make meaningful decisions based on each situation.Excellent follow-up skills and 100% follow through on commitments.Result and action-oriented, resourceful and efficientStrong work ethic, highly motivated, upbeat personality, team player.Ability to analyze and report on trends and issues.Strong computer skills; Microsoft Office, Internet search skills.High School Diploma / GED or equivalent, some college preferred.

Perks Playlist

Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spiritComprehensive medical, dental, vision, and FSA options, as well as:100% coverage for out-patient mental health servicesWellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)A lifetime fertility support allowance of $30,000 to plan participantsStudent Loan Repayment Assistance and Tuition Reimbursement100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

Variety of ways to prioritize much-needed time away from work including:Flexible Paid Time Off (PTO) for exempt employees3-weeks PTO for non-exempt employees2-weeks paid Winter Break10 Company Holidays (including Juneteenth and Wellbeing Day)Summer Fridays (between Memorial Day and Labor Day)Generous paid parental leave for every type of parent
Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category

eCommerce