Job Description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
About the Role:
As a Fraud Operations Specialist, you will join a growing Fraud Ops team and perform regular fraud investigations to detect bad actors and improve user experience for legitimate customers. Through your investigations, you will detect trends in fraud and abuse and find new opportunities to positively impact Extend’s internal processes. This role requires direct experience with fraud and abuse operations (preferably in an eCommerce setting), an understanding of fraud concepts, communication skills to work with cross functional stakeholders, and knowledge of spreadsheet and data processing software.
What You Will Be Doing:
- 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.
What We’re Looking For:
- 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
Nice to Haves:
- 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
Estimated Pay Range:$50,000-$63,000 per year salaried*
\* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with 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.
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