Fraud Investigator (US Remote)

About the Team

At GOAT Group, our Fraud team is essential in maintaining trust between our buyers and sellers. Tasked with everything from auditing purchases to verifying credit card information, you will be part of a group dedicated to protecting our customers as well as the integrity of our platforms. In this vital role, you will use best-in-class technology alongside our own proprietary analytical models to ensure superior fraud prevention.

In this role you will:

  • Review all orders on a daily basis in a timely manner to identify valid and fraudulent transactions while adhering to department and company service level agreements
  • Maintain or exceed review volume expectations with minimal errors or complaints.
  • Review and analyze various notifications and escalations to identify fraudulent transactions
  • Provide timely and accurate response to emails and/or voicemails to ensure that customers are getting the best service especially when being asked for verification, etc.
  • Analyze fraud transactions and chargebacks to identify, summarize, communicate and report fraud trends
  • Manage and maintain fraud strategy by identifying, creating and reviewing fraud rules and processes.
  • Conduct periodic review of rule performance and adjust as needed to ensure maximum efficiency and effectiveness.
  • Work closely with other members of the team by handling questions and escalations and continuously improving internal processes
  • Mentor fraud agents to improve and sustain performance
  • Maintain effective working relationships across internal and external teams as necessary.
  • Manage law enforcement requests and maintain working relationships with third-party fraud solution providers,  merchant fraud teams and issuing banks.   
  • Maintain a positive attitude and be willing to adjust daily responsibilities to meet the needs of the business.
  • Manage the queue volumes with little to no supervision
  • Must be able to work weekends and non-traditional shifts

We are looking for:

  • 3+ years of experience in e-commerce fraud and payments environment
  • 2+ years experience in fraud data analytics, ideally in e-commerce or at a startup
  • SQL experience required
  • Working knowledge of Customer Service and valuing the customer experience
  • Strong attention to detail with consistent accuracy
  • The ability to follow stringent processes and regulations
  • Must have the ability to meet critical deadlines in a fast paced environment
  • Excellent communication skills, both verbal and written
  • Self-starter and comfortable taking initiative while quickly grasping concepts, processes and ideas
  • Must be highly organized
  • Ability to think analytically and make accurate decisions
  • Must be able to work within a team environment and must be a team player
  • Strong proficiency working with web browsers and web based tools

The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity. You may reach out to a recruiter for additional information.

Hiring Range:

$57,100—$71,400 USD