Specialist, Fraud - Customer Experience

Specialist, Fraud - Customer Experience, Pandora AME Operations

As the largest jewellery brand in the world, we a give a voice to millions of people’s loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. 

Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career. 

About the Team:

We seek a dedicated and detail-oriented Fraud Specialist to join our Customer Experience team. In this role, you will be the main point of contact to safeguard our organization against fraudulent activities and ensure a secure payment environment.

Your expertise in chargeback management, fraud prevention, and payment issue resolutions will contribute to the overall success of our operations.

If you are a proactive problem solver with a keen eye for detecting irregularities, we encourage you to apply.

Your Role as a Fraud Specialist, Customer Experience:  

• Efficiently handle chargeback cases, investigating and analysing transactions for potential fraud
• Collaborate with relevant teams to gather necessary information and documentation for chargeback disputes
• Prepare and submit evidence to payment processors and banks to defend against unjustified chargebacks
• Develop and implement prevention strategies and rules to proactively identify and mitigate fraudulent activities
• Regularly review and update fraud detection rules based on emerging trends and patterns
• Respond promptly and effectively to payment-related inquiries from customers, internal stakeholders, and external partners
• Investigate and resolve discrepancies, ensuring accurate and timely payment processing
• Act as the primary point of contact for all payment and fraud-related inquiries, providing expert guidance and support
• Coordinate with law enforcement agencies and banking partners in response to official requests related to fraud investigations
• Compile and provide requested information, ensuring compliance with legal and regulatory requirements
• Monitor and detect potential loyalty program fraud activities
• Investigates and takes appropriate actions to prevent and mitigate loyalty fraud, ensuring the integrity of customer rewards and benefits
• This role will also be subject to other responsibilities such as escalation calls, etc. determined on business needs

What is needed to succeed:

• BA/BS with 3-5 years in similar experience
• Strong technical acumen
• Investigative with a high level of attention to detail
• Empathetic
• Exceptional multi-tasking abilities
• Adaptable in a fast-paced work environment
• High proficiency in research practices
• Advanced analytical skills
• Advanced knowledge of payment system management (Klarna, Afterpay, Paypal, Ayden, etc.)
• Advanced in Microsoft Office Suite applications
• Strong interpersonal and written communication skills
• Strong decision-making skills
• Excellent problem-solving skills
• Good data entry and typing skills
• Bilingual in Spanish/French is a plus

Our Benefits & Perks:

At Pandora, we dare to invest in our people, care for their well-being, support their growth, and empower them to thrive both personally and professionally. Our comprehensive rewards package includes competitive pay, health and wellness benefits, retirement savings, learning and development opportunities, employee discounts, and paid time off. Visit our Crafted With Care Site to explore the full range of benefits available to our employees. 

Maryland Salary: $79,000-$89,000 commensurate with experience

About Pandora:  

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.  

About Pandora NAM: 

The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 130 in our Logistics Center in Glen Burnie, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores.  

Today, the USA is Pandora’s single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.