CX Fraud Specialist

GOAT Group

Shanghai, CN
  • Job Type: Full-Time
  • Function: Data Science
  • Post Date: 02/23/2021
  • Website: goatgroup.com
  • Company Address: 3960 Landmark Street, Culver City, CA, 90232

About GOAT Group

GOAT Group represents the leading platforms for authentic sneakers, apparel, and accessories. Operating two distinct brands – GOAT, the global platform for style and Flight Club, the original sneaker consignment store – GOAT Group has a global community of over 25M members across 164 countries. The greatest selection from the past, present and future are displayed on company-operated mobile apps, e-commerce sites and retail stores. Through its innovative technology and service, GOAT Group has changed the landscape of commerce, converging the primary and resale markets.

Job Description

In this role you will:
·       Review all orders utilizing fraud tools on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements
·       Maintain or exceed minimum review volume expectations with minimal errors, complaints, fraud alerts and chargebacks.
·       Review and analyze various notifications and escalations to identify fraudulent transactions
·       Provide timely and accurate response to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification, etc.
·       Maintain accurate and thorough records of any and all restrictions placed or refunds processed
·       Work with fraud leadership to evaluate or develop tools and infrastructure to enhance the ability to detect fraudulent activity proactively
·       Work closely with other members of the team to continuously improve internal processes whenever necessary
·       Maintain effective working relationships across internal and external departments as necessary.
·       Maintain a positive attitude and be willing to adjust daily responsibilities to meet the needs of the business.
·       Must be able to work weekends and non-traditional shifts

We are looking for:

    • 3-5 years of related experience with fraud prevention, fraud data analysis, investigations, or risk management.
    • 2-3 years reviewing orders, identifying fraud trends and creating fraud rules
    • Experience analyzing data and using database query languages helpful (SQL)
    • Strong skills with Spreadsheets or Excel (Intermediate to Advanced)
    • Ability to think analytically, logically and make accurate decisions 
    • Strong attention to detail with consistent accuracy.  
    • The ability to take direction and follow stringent processes and regulations
    • Must be highly organized and have the ability to meet critical deadlines in a fast paced environment
    • Excellent communication skills, both verbal and written
    • Self-starter, requires little to no supervision and comfortable taking initiative while quickly grasping concepts, processes and ideas
    • Must be able to work within a team environment and be a team player
    • Consistently go the extra mile to provide a positive consumer experience
    • Strong proficiency working with web browsers and web based tools
GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.
 
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
 
We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.
 
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable.  If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.