Customer Service – Payments and Fraud Associate for Rare Carat | Remote SA

About us:

Launched in 2016 in Forbes as “Kayak” for diamonds, our company has been featured TechCrunch, NPR, USA Today, and CNBC – most recently in the New York Post for selling a record-setting $2.5m diamond online. In just 7 years, Rare Carat (www.rarecarat.com) has grown to be the #1 marketplace for diamonds in the United States, and was called the “Secret to buying a diamond” by the New York Times.

We have grown to over 160 employees, but remain a very flat and close-knit team committed to learning from each other, and having the best idea win.

Rare Carat is seeking a full-time, self-motivated, experienced Payment and Fraud Specialist.This role is responsible for answering customer payment questions, collecting payments,utilizing payment support software, and resolving disputes and chargebacks.

Responsibilities:

• ● Call customers to collect payment on incomplete invoices
• ● Answer any and all customer questions about the payment process
• ● Review, analyze, and gather information on incoming orders to spot trends and prevent fraudulent order attempts
• ● Communicate empathetically with cardholders to confirm order authenticity
• ● Make and execute decisions regarding the validity of orders
• ● Measure, track, and communicate data on fraudulent attempts and chargebacks on a regular basis
• ● Work cooperatively with the Payment Support team to recognize trends and update the system accordingly
• ● Utilize chat, email, and phone to update orders and resolve issues
• ● Respond directly to our Payment Processors regarding chargebacks and disputes
• ● Evaluate current processes and suggest any appropriate improvements to increase
• efficiency, reduce loss, and enhance the customer experience

Qualifications:

• ● Banking experience strongly preferred
• ● Strong organizational and problem-solving skills
• ● Experienced closer using a friendly, outgoing, professional approach
• ● Passionate about helping people make a great purchase
• ● Ability to work independently in a fast-paced environment and adaptable to change
• ● Not afraid to take ownership of decisions and leverage data to back up those decisions
• ● Adept at communicating effectively to a variety of audiences
• ● A team player who wants to contribute to a thriving culture
• ● Strong Excel or Google Sheets experience
• ● Ability to work remotely with a strong internet connection and personal device
• ● Shipping experience (preferred but not required)
• ● Fraud detection experience (preferred but not required)
• ● Payment Processor software experience
• ● E-commerce experience