Note: The job is a remote job and is open to candidates in USA. Extend is revolutionizing the post-purchase experience for retailers and their customers by providing AI-driven solutions. As a Fraud Operations Specialist, you will perform fraud investigations, detect trends, and improve processes to enhance user experience for legitimate customers.
Responsibilities
- Real-Time Claim Review: Review claims in real time for potential cases of fraud/abuse, leveraging your information gathering and communication skills to ensure you have sufficient evidence to make a decision, and providing valuable feedback for Extend’s risk models
- Risk Score Judgments: Review customer behavior and incidents using internal and external data and independently make decisions on customer risk. During the ramp-up period, you will only make judgments on risk scores; however, afterwards, you will also have the power to recommend denials and approvals for claims
- Fraud Investigations and Subject Matter Expertise: Bring your own experience to perform fraud investigations and deliver insights on emerging trends for fraud/abuse
- Follow Procedure: Take ownership of each investigation and diligently follow all regulatory and departmental practices and procedures, making independent decisions based on facts and evidence, and reporting any non-standard escalations to your manager. Attend regular meetings and training for Fraud Operations best practices
- Cross-functional Work: Collaborate with Claims, Product, and Engineering, completing ad hoc tasks to evaluate and improve in-house models to detect fraud
- Be Proactive and Adaptable: Drive team success and achieve both independent and collaborative goals, proactively completing additional tasks for the role as needed
Skills
- 2+ years of direct Fraud/Abuse Operations experience, preferably in an eCommerce environment
- Time management and efficiency: must be able to meet specified SLAs for claim reviews
- Bachelors' degree or equivalent experience, preferably in a related field
- Subject Matter Expertise in fraud concepts and prevention best practices
- Ability to perform due diligence Fraud Investigations and make determinations with evidence, efficiency, and sound reasoning
- Ability to make independent decisions to update customer risk scores and determine fraud/not fraud
- Excellent written and verbal communication, information gathering, and decision-making skills
- Positive attitude and willingness to thrive in a rapidly changing, results-driven environment
- Digital proficiency and professionalism: Able to use spreadsheets and office software like Excel, Microsoft/Google Suite
- Attention to detail and willingness to deep dive into internal and external data
- Empathetic, humble, and collaborative team player
- Candidates must be located within the continental United States
- Prior experience in a retail or high-growth start-up environment (eCommerce)
- Familiarity with database query language such as SQL and data software like Snowflake
- Exposure to Project Management and/or CRM software like JIRA, Untangl
Benefits
- Full medical and dental & vision benefits
- Stock in an early-stage startup growing quickly
- Generous, flexible paid time off policy
- 401(k) with Financial Guidance from Morgan Stanley
Company Overview