Operations Center Investigator - 3rd Shift
Kohl's · Kohl's Corporate Offices (0900)
Role Specific Information
Job Description
Shift Details: 10 PM to 6:30 AM, Monday through Friday, with 2 weekends a month.
About the Role
As Operations Center Investigator, you will be the primary contact for store and Loss Prevention teams regarding fraud activity and significant events. You support field loss prevention associates, develop cases with local law enforcement to resolve organized retail crime, answer incoming associate calls to assist with shoplifting apprehensions or significant events, research fraudulent activity, advise partners on fraud patterns and behaviors, analyze data and summarize results.
What You’ll Do
- Assist stores, loss prevention and store management with CCTV surveillance of shoplifting suspects
- Assist store and district loss prevention peers with fraud investigations related to Kohl’s cards and other scams
- Work with the Organized Retail Crime (ORC) team to supplement case building of internal and external theft cases
- Provide CCTV video to local and federal law enforcement related to theft and safety events
- Disposition real-time alerts about safety, weather, and civil unrest provided by a third-party vendor
- Provide communication to field and corporate partners depending on alert severity and proximity to stores
- Guide store teams in proper actions regarding safety events and threats to the store
- Communicate effectively with senior and executive leadership
- Disposition alarm calls from our third-party alarm company related to potential burglary, vandalism and store safety events
- Guide store teams on company policy
- Additional tasks may be assigned
What Skills You Have
Required
- Effective verbal and written communication skills
- Proficient computer skills, including Google Suite products
- Ability to collaborate with peers on complex projects
- Adaptability to changes in processes and technology
- Ability to maintain composure during critical situations
- Experienced multitasker
- Adept prioritization and decision-making abilities
- Willingness to take control of tense situations and provide clear and direct instructions
Preferred
- Experience in shoplifting apprehensions, fraud investigations and retail store operations
- Working knowledge of Microsoft and Google applications
- Ability to analyze data and summarize results
- Prior retail loss prevention experience
Special Requirements
- Ability to work a flexible schedule to include nights and weekends as needed
Essential Functions
The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description at any time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.
Ability to perform the accountabilities listed in the “What You’ll Do” Section
Ability to comply with dress code requirements
Basic math and reading skills, legible handwriting, and basic computer operation
Ability to maintain prompt and regular attendance and meet scheduling requirements as set by the company
Ability to learn and comply with all company policies, procedures, standards and guidelines
Ability to receive, understand and proactively respond to direction from leadership and other company personnel
Ability to work as part of a team and interact effectively and appropriately with others
Ability to maintain composure and work in a fast paced environment while
accomplishing multiple tasks within established timeframes
Ability to satisfactorily complete company training programs
Ability to use a personal computer for tasks such as communicating, preparing reports, etc.
Ability to plan, prioritize and monitor activities across business units
Ability to complete or oversee the completion of assigned projects in a timely manner