Supervisor, Cashless Payments

Company Description:

McDonalds is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonalds remains one of the worlds leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonalds, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

We are enjoying the flexibility of a hybrid work model, in which employees spend part of their week connecting with co-workers in our state-of-the-art headquarters. Located in the booming West Loop of downtown Chicago, it's set up to be a global hub that cultivates collaboration:

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description:

The Global Fraud Team within Treasury is composed of high-performing Subject Matter Experts who have a unique knack for stopping fraudsters and helping customers across the McDonalds System. The Team is passionate about creating sensible, data driven solutions to complex problems that benefit McDonalds Customers, and Franchisees. The Fraud Supervisor supports the Global Fraud Manager by tracking and monitoring payment fraud within McDonalds US Restaurants. The main activities include manual review to fine-tune the fraud models effectiveness, managing and monitoring the fraud solutions in place, and tracking fraud related KPIs. The Fraud Supervisor maintains regular contact with our fraud solution vendors, collaborating with them to refine best practices and understand the effectiveness on how the risk assessment solutions are performing. Additionally, the Fraud Supervisor follows up on fraud related issues reported from customers, Franchisee, or market teams by understanding, investigating, and resolving the issue.

Description of Duties

• Identifies fraudulent activity such as payment fraud, account take over, friendly fraud, and theft using a third-party tool.
• Resolves queued transactions within the service level agreements to reduce potential revenue losses.
• Ensure confidentiality of all information collected during investigation.
• Ensures compliance with established processes and procedures.
• Understand existing solution design and how/where risk assessments are made. Using this knowledge, support and recommend enhancements for system improvements to prevent fraudulent activities.
• Monitor and track key performance indicators (aka KPIs, e.g. acceptance rate, block rate, workflow performance) related to fraud performance; identify opportunities for improvement and best practices.
• Regularly works with vendors and Global business stakeholders to provide meaningful guidance and mitigation for Fraud Center of Excellence.

Future Role Expansion Opportunities:

• Analyzes and develops strategies for efficient chargeback disputes for greater economic return to McDonalds.
• Interacts with banks, franchisees, and customers to validate information and to confirm or cancel authorizations.
• Reviews chargeback disputes and creates disputing templates for new products.
• Trains agents how to dispute chargebacks, calculate success rates, identify fraudulent transactions and cancel them from further processing.
• Partners with other teams to solve for unique problems.

Qualifications:

• BA/BS degree
• Minimum 3 - 5 years in fraud related role
• Proficient in Excel, Word and PowerPoint
• Strong organizational and communication skills, both written and oral, are critical to success
• Curiosity to ask questions and find answers
• Natural enjoyment of solving puzzles, exploring data, analytics, and gleaning insights
• Initiative and openness for other tasks and responsibilities as needed

Additional Information:

McDonalds is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonalds provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonalds provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.