Fraud Agent

📋 Description

• • Whatnot is revolutionizing e-commerce by creating a dynamic live shopping platform that seamlessly blends community, shopping, and entertainment. As a rapidly growing company with a global presence, we are seeking a dedicated and proactive Fraud Agent to join our team in Phoenix, Arizona. This role is crucial in safeguarding our platform and users from fraudulent activities, ensuring a secure and trustworthy environment for our vibrant community.
• • In this vital role, you will be at the forefront of fraud prevention, diligently investigating and developing innovative solutions to identify, mitigate, and ultimately prevent fraud on the Whatnot platform. Your primary objective will be to proactively detect potential fraud patterns and sources, thereby minimizing financial risk to the company and protecting our users. You will collaborate closely with a talented team to develop and implement robust fraud prevention measures. A key aspect of this role is balancing effective fraud inhibition with the preservation of a positive user experience, ensuring that legitimate users are not unduly impacted by our security protocols.
• • Your day-to-day responsibilities will involve a rigorous and consistent review of various sources that indicate potential fraud. This daily vigilance is essential to support the company's overarching goal of preventing financial losses. You will be expected to work with speed and precision, consistently meeting interdepartmental Service Level Agreements (SLAs) while maintaining an exceptionally high standard of work product. Accuracy and thoroughness are paramount in all your investigations.
• • A significant part of your role will include conducting in-depth, transaction-level reviews. These detailed analyses will be instrumental in assisting with chargebacks and disputes raised by customers, requiring you to meticulously examine transaction data and user behavior to determine the validity of claims and resolve issues efficiently.
• • You will be empowered to discover and identify emerging fraud trends. This involves staying ahead of evolving threats and understanding the tactics employed by malicious actors. Once identified, you will present these trends and your findings, along with actionable opportunities for implementing stronger fraud mitigation strategies and improving overall results. Your insights will directly contribute to the continuous enhancement of our fraud defense mechanisms.
• • Effective communication is a cornerstone of this position. You will be responsible for communicating with customers, responding to their inquiries related to fraud or potential fraudulent activities. This requires empathy, clarity, and a commitment to providing helpful and reassuring responses. Furthermore, you will investigate specific cases of fraud, delving deep into the circumstances to understand the root causes and collaborating with the team to brainstorm and implement long-term solutions that effectively reduce fraud across the platform.
• • This role offers flexibility, allowing you to work from home or from one of our global office hubs. We recognize the value of in-person collaboration for strategic planning, complex problem-solving, and fostering team connections. However, it is essential that team members in this role reside within commuting distance of our Phoenix, Arizona hub to facilitate necessary in-person interactions and support.
• • We are seeking individuals who are curious, possess a low ego, and demonstrate a strong growth mindset. A proactive approach, a willingness to take action, and a focus on high impact are qualities that truly thrive at Whatnot. If you are a hungry individual eager to launch your career in a fast-paced, dynamic environment, this is the perfect opportunity. You should be willing to embrace diverse roles and tasks, continuously learn new skills, and actively contribute to building a great company. A customer-centric mentality, coupled with a passion for achieving the best possible outcomes, is essential.
• • Your responsibilities will extend to ensuring weekend availability and the flexibility to work holidays as needed, reflecting the 24/7 nature of e-commerce operations and the need to address potential fraud at any time. While a 4-year degree is considered a plus, it is not a mandatory requirement. We are looking for candidates with 1 to 5 years of experience in customer service, fraud operations, user experience, or fulfillment, demonstrating a foundational understanding of operational processes. A positive, customer-first attitude is non-negotiable, as is a proactive approach to problem-solving and process improvement. You must be highly organized and detail-oriented, capable of managing multiple tasks and investigations with precision. Experience with social media, parcel delivery, marketplace sellers, vendors, payment processors, and/or fraud operations will be highly beneficial. A solid understanding of e-commerce and marketplace operations is crucial for success in this role. Familiarity with customer-facing systems such as Zendesk, Kustomer, or Intercom is a significant advantage. While not required, knowledge of collectibles is a plus, as it aligns with the diverse range of products offered on our platform. Ultimately, we seek individuals with a genuine desire to enhance their careers and grow with a leading e-commerce innovator.