The Challenge:

A major U.S.-based retailer wanted to build a strong back-office order verification team to augment its effectiveness at preventing fraud:

• Team must filter, review, and assess potential orders pre-identified as potential fraud
• Team must be adept at identifying special fraud efforts related to gift cards and chargebacks
• Continually monitor fraudulent activity and refine prevention processes

The Solution:

Over 7+ years ResultsCX has become an innovative partner in preventing fraud for this retail client:

• Creating a specialized candidate profile so that team employees are extremely effective in identifying and stopping fraud
• Establishing an extremely skilled Philippines-based back office team that deeply understands client’s processes and cybersecurity environment
• Nearly doubling the order verification team during peak retail season every year to ensure transactions are monitored in real-time
• Recommending technology and tool upgrades for faster approvals and decisions, especially during volume spikes