Gaely

Fraud and Payments Lead

“We feel like friends rather than just co-workers.”

• What does a good day look like in your role?

  A world with no fraud or payment issues, but what fun would that be? Good looks like a day of everything running smoothly in regard to the customer journey experience. We’re also ahead of our deadlines and up to date with our KPIs as a team - ideal!
   

• What does a challenging day look like in your role?

  If there has been a technical error that has caused high volumes of payment errors. This affects both online and in-store transactions and can make a day more challenging. If this happens, we need to work with other departments to identify the root cause and then come up with a solution. Following that, it’s all about customer care so the customer is compensated for any inconvenience caused and their negative experience is turned into a positive one.

• What do you get up to in a typical day/week?

  A typical day starts off with setting a daily allocation for my team based on any deadlines or KPIs that need addressing. We’ll have both internal and external meetings so that we are all aligned and can discuss any identified issues to encourage collaboration on solutions. Monitoring and analysing our approval and decline rates so that they are aligned within industry standards is another important part of my week. I also love getting the chance to get to develop our current processes so that we can adapt to challenges and make things more efficient for the team. 
   

• What's the best thing about working for AllSaints?

  Having the flexibility to balance working from home and the office has been really beneficial for me. I also love the interaction that I get across so many different departments. 
   

• What's the most surprising or unexpected thing about working for us?

  The extra benefits that the company provides like health and wellbeing services, eyecare and dental, our wardrobe and discount allowance, as well as discounts across many local businesses surrounding East London Studios.

• Why AllSaints?

  For me, it's how we feel like a friends rather than just co-workers. The support that is available to you not only from management but from your team is very refreshing and reassuring. It's also a great place to help you to build your career as you have plenty of interaction across different departments and learn new things each day. 

• What's not in the job description but something you'd tell a friend if they were looking to join the brand?

  It's not for the faint hearted and you need to be up for getting stuck in and your hands a little bit dirty. I love it! 

• Tell us about your journey with AllSaints so far.

  I started my career in AllSaints back in 2013 as a profit protection administrator and was here for a year and a half. I returned in 2018 as a fraud and risk analyst and it was nice to still see some familiar faces from when I was here previously. We built a whole new fraud team when I returned in 2018 and created many new processes that we still use today. The opportunity opened up for me to become our senior fraud and risk analyst in 2022. This was my first line management role. Even though I had some initial challenges, I was able to gain a lot of confidence and support from my line manager as well as from the brand as I was enrolled in our Aspire leadership development programme.  

  2023 has had many evolutions for the business which my team have definitely benefited from. We have a new payment provider and a fraud tool which were introduced at the end of 2022. Since then, we have been able to create new and improved processes with less manual intervention. We have also updated our job roles to reflect this, so I am now the fraud and payment lead. I look forward to all of the upcoming projects that AllSaints have coming up and learning more about new technologies that become available.