As a Fraud Specialist at Everise you will be responsible for identifying possible fraudulent activity. You would accomplish this by reviewing all orders placed with our client’s online store and all warranty returns processed by support agents. You would also review cases escalated by support agents that appear suspicious and determine the appropriate next steps.

This is an onsite position. Must be located in or willing to travel to the site in Austin, TX 78729

Responsibilities include:

• Review pending transactions and make approve/decline decisions in a CNP environment
• Call cardholders to verify orders when applicable
• Contact warehouse to cancel suspicious orders and request return to sender for unauthorized orders in transit
• Investigate suspicious behavior inquiries from Customer Support Representatives
• Flag unauthorized transactions in the payment gateway and other fraud software programs
• Perform ad hoc fraud/billing requests as needed
• Escalate new fraud trends so that rules can be implemented in the fraud tool
• Escalate suspicious fraud domains to be manually flagged
• Provide recommendations for policies and procedures regarding fraud related items
• Report any issues which may require further research from engineering and related teams
• Verify customers using 3rd party search tools
• Return calls to cardholders requesting more information regarding unauthorized charges

Qualifications:

• High School Diploma or GED
• Minimum of 1-year experience in an e-commerce fraud prevention role
• Possess a solid understanding of how card data is stolen, shared, and used
• Understanding of billing, shipping, and general eCommerce ordering systems and protocols
• Solid understanding of chargebacks, aka bank disputes
• Proactive to identify root causes of issues by analyzing patterns and trends through data analysis
• Previous experience handling technical issues within a call center environment
• Excellent customer service skills
• Excellent written and verbal communication skills
• Strong decision-making and critical thinking skills
• Customer service focus with the ability to partner with internal/external contacts
• Previous analytical experience with high aptitude for research, analysis, and problem solving skills
• High level of technical troubleshooting experience
• Experience using Google Suite, specifically Google Sheets
• Flexibility -schedule and hours may vary to fit the business needs
• Ability to pass a background check

We’re here to make a difference: we’re not just another call center; we’re changing the way support and client relationships are viewed for the future.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Austin, TX 78729: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)
• Call center: 1 year (Preferred)
• E-commerce: 1 year (Preferred)
• Fraud: 1 year (Preferred)

Work Location: One location

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