Job Description

JOB DESCRIPTION The ideal candidate is an energetic self-starter. You will be the face of an upcoming fintech company - you will own the customer relationship from the very beginning. You will interact with customers who are expert in resolving queries. It\'s important that you can work during Pacific U.S. time zone hours. Come join a team of intelligent, fast-paced and mission-driven team!! About the Position : Our Customer Support team plays an integral role in our user and customer experience. The Fraud Support Specialist will handle issues related to discrepancies in payments and advances to users and resolve escalations. You\'ll have the opportunity to collaborate and continue building best practices for our Fraud team, and support our dispute resolution process internally and externally. The person in this role will work closely with our Fraud Support Lead . Responsibilities : Be a key point of contact for analysis of in-application user activity that suggests fraud Resolve issues related to data breaches, duplicate accounts and chargebacks Examine potential fraudulent cases, decipher information and create a plan to resolve cases Navigate disputes through multiple channels Assist in the investigation, creation, and submission of evidence documentation for chargebacks Become deeply familiar with our consumer-facing applications and their functionality Handle escalations as directed by the customer support and finance leadership team Collaborate cross-functionally with our finance and accounting teams to develop long-term fraud reduction solutions Who we are looking for: We are looking for someone who is self-sufficient, driven, and empathetic. 2+ years of call centre and/or customer service-related experience 1+years of experience working in disputes, fraud/risk department, compliance, or similar Experience with omni-channel support such as Zendesk, Salesforce, Helpdesk, etc. Our ideal CX candidate will enjoy building relationships with customers.

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