Purpose of Role:
The purpose of this role is to oversee and execute Organized Retail Crime programs that help achieve Safety, Shrink, Expense, and Liability objectives in assigned areas. Secondary focus is Internal Theft identification and resolution and Fraud Investigations.The Market ORC Manager will have primary responsibility for detection, investigation, and prosecution of Organized Retail Crime related activities through analytical review of losses and reporting. This position will report directly to the Regional Investigator and will also be supported by and receive guidance from the DAPSM (District Asset Protection and Safety Manager). The MORCM will facilitate communication and follow up with supported locations' AP personnel on case management database entry, evidence collection, item loss investigations, and prosecution log entries. They will initiate MCF's, ETB's, and dispatch BOLO alerts internally as needed and externally with approval. They will also assist in reviewing Red Files, providing feedback and running Mandatory Reporting. They will attend Synchrony Fraud Calls as needed. In addition, the MORCM will work closely with market teams, throughout the region, and store operations, and will build collaborative relationships with law enforcement, prosecutors, retail crime associations, and other retail loss prevention personnel.
Responsibility Statements:
•Manage, direct, and follow up on all ORC cases to maximize case resolution, facilitate recovery of assets, and minimize liability
•Analyze reporting to identify ORC theft patterns and develop strategies to effectively reduce losses and bring cases to closure through apprehension, arrest, and prosecution.
•Utilize case management database to initiate Master Case Files (MCF’s) and External Theft Bulletins (ETB’s). Review and link incidents (KTR’s and RWD’s) in the database and attach them to the MCF’s to build cases. Coordinate external focuses as needed by using the TDA function to generate actionable reporting and drive case closure through safe apprehension.
•Run Dart reporting to identify and investigate ORC and Internal cases. Reports include but are not limited to: MC/Gift Card history, ID Tracker, Customer history with add date, Invoice Tracker, Customer ID by Transaction, Item History, Closed External Theft PG Shrink Prior 4, Open External Theft PG Shrink vs. LY, and Refunders by Product Detail
•Follow up on all applicable refunds where 4 or 5 elements are present that would qualify for a MC devalue review. Ensure timely submission of all MC devalue requests to Corporate Investigations for processing
•Complete and submit case decks to the RI for the required case types as needed (altered ID’s, barcode switch, box stuff, double dip, direct door hits with missing elements)
•Manage and prioritize multiple cases to ensure timely resolution within current procedural guidelines for accuracy, thoroughness, and ethical standards
•Daily and weekly communication with the Regional Investigator and DAPSM team regarding updates on open and closed ORC cases.
•Communicate and follow up with store Asset protection personnel on all ORC activity, including external theft related bill outs, high dollar non-receipted returns, high dollar theft incidents, and activity that is known to be impacting other retailers.
•Weekly review of Red Files and provide feedback and Mandatory Reporting as needed
•Assist in interviewing cases approaching the 10 day mark, on the WCR
•Attend and assist with Synchrony Fraud calls as needed
•Attend quarterly AP meetings and weekly RAPSD conference calls to provide updates on open and closed cases and relevant ORC activity
•Build working relationships and communicate with law enforcement personnel and prosecution authorities at local, state, and federal levels to assist in the effective prosecution of ORC groups members. Federal contact must always be approved through the Regional Investigations team
•Attend local or state ORCA or Retail AP meetings to build relationships with other retail Asset Protection personnel
•Provide feedback to Regional Investigator and DAPSM team with the intent of continuous improvement on processes, programs, and resources
•Practice self-leadership and promote learning in others by building relationships with store LP personnel and management
•Review new Red Files weekly, enter feedback, code correctly and run mandatory DART reporting
•Review CMS and work directly with the Dot Comm and Synchrony teams to close fraud cases
Required Education/Experience:
• Bachelor's Degree in relevant field of study
• 2 years’ experience with investigations, working with law enforcement and case prosecutions
• 2 years’ experience intermediate skills in Microsoft Office (Excel, Outlook, etc.)
• 2 years demonstrated experience analyzing data
• 2 years’ experience in using physical security systems (CCTV, EAS, etc.)
Preferred Education/Experience:
• Certified Forensic Interviewer (CFI) or Loss Prevention Certified (LPC) or Certified Interview and Interrogation-Wicklander-Zulawski
• 2 years’ experience in multi-store retail experience
• 2 years leadership experience with direct report responsibility
• Demonstrated experience analyzing business documents (P&L, exception reports, etc.)
• Demonstrated experience conducting retail investigations
• Experience conducting quality reviews/audits
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Pay Range: $58,100.00 - $96,900.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
