Job Description

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Summary



The POS Agent reviews the approved ORC cases placed in the POS Saks Queue and processes refunds

utilizing the POS register. Sends back invalid or incomplete ORC cases to the Risk Support Team. Conduct

preliminary investigations to find missing Csmart datelines when working the POS Saks Escalations queue.

They also assist with processing gift card cases and sending out physical gift cards to Saks.com customers.


Primary Goals


• Case Review: Reviews the approved ORC cases placed in the POS Saks Queue and processes the

refund using the POS register. ? Sends back invalid or incomplete ORC cases to the Risk Support Team
• Additional Duties: Conduct preliminary investigations to find missing Csmart datelines when working the POS

Saks Escalations queue. ? Assist with processing gift card cases and sending out physical gift cards to Saks.com

customers


Secondary Goals


• Assist with projects as needed.


Performance Measures/Outcomes



Productivity - measured by amount of ORC cases processed per hour and attendance.

Quality - measured by error rates

Contribute to department turnaround goals for refunds processed and reporting of incorrect ORCs.


Skills


• Bachelor's degree preferred in related field.
• 1-5 years of Call Center/Register Experience
• Excellent verbal and written communication skills. Good listening skills.
• Ability to stay calm under pressure
• Solid understanding of credit card fraud.
• Dependable attendance work history.
• Strong sense of urgency to complete work quickly and accurately.
• 1-3 years of operations experience in a contact center, bank or retail environment.
• Demonstrated ability to work independently and multi-task. Computer literate - able to learn and utilize multiple systems. ? Analytical skills - ability to sort through details and connect seemingly unrelated data points.


#### Job Qualifications


Thank you for your interest in Saks. We look forward to reviewing your application.