Job
Description
About the Role In this role, you will be responsible for protecting our members from fraud and account takeover attempts. You will use Accertify and other tools to review transactions and investigate potentially suspicious activity. You will also be responsible for responding to member emails and resolving their issues. Responsibilities: Analyze transactions in Accertify and investigate potentially suspicious accounts and activities using various sources. Exercise sound judgment in identifying fraudulent activities and account takeover attempts, even when explicit fraud indicators are absent. Conduct investigations to gather evidence and support decision-making. Mitigate financial risk by taking appropriate actions on potentially fraudulent activity, including canceling orders, banning accounts, and escalating complex cases. Respond to member inquiries in Zendesk regarding account security, including reports of suspected account takeover, with empathy and professionalism. Investigate and resolve member appeals in Zendesk for orders and accounts incorrectly flagged as fraudulent, ensuring fair and timely resolutions. Effectively differentiate between legitimate members and potential fraudsters attempting to gain access to accounts. Secure compromised accounts and restore legitimate access in account takeover (ATO) situations. Identify, act upon, and report trends in fraudulent behavior and account takeover attempts to team leads. Make sound decisions quickly, even in ambiguous situations, and provide feedback on workflow gaps to leadership. About You 1+ years of experience in fraud investigations, enforcement operations, or risk assessment in e-commerce marketplaces, or equivalent experience in online security or seller fraud prevention within the e-commerce industry. Highly adaptable and tech-savvy, with strong internet research skills. Excellent research and documentation skills, with a keen attention to detail and an investigator's mindset. Strong critical thinking and problem-solving abilities; able to make sound decisions, even in ambiguous situations, and find a path to action. A passion for identifying, investigating, and preventing fraudulent activity. Excellent written and verbal communication skills, and comfortable providing and receiving feedback. Fluent in English. Bonus Points: Experience using Zendesk, Accertify, Slack, and/or Google Suite. Experience in customer service or support. Perks & Benefits : Transportation Facility Direct Payroll Shift Allowance Medical Benefits
