E-Commerce Payment Specialist for Rare Carat | Remote SA – US Hours
About Rare Carat
In just 6 years, Rare Carat has grown to be the number one marketplace for diamonds in the United States and was called the “Secret to buying a diamond” by the New York Times. Rare Carat powers over $100m in annual sales by creating transparency in a historically opaque industry using AI and machine learning.
Launched in 2016 in Forbes as “Kayak” for diamonds, the company connects buyers with online and local retailers across the US. We have been featured in the New York Times, TechCrunch, NPR, USA Today, and CNBC. We are still a close-knit team even though we have grown to over 75 employees, and you will get to work directly with the CEO and COO. We have a flat hierarchy and are always open to learning from each other.
The marketplace is run by Wharton and Harvard Business School grads. Advisors include TrueCar’s founder, Blue Nile’s ex-CEO, Wharton’s Innovation Dean, and Richard Branson’s Venture Capital head.
Why Join Rare Carat?
Rare Carat is a fast-growing, data-driven marketplace that helps customers with the most important purchase of their life so far, their engagement ring. Marrying humans and technology to help our customers make the right decision is thrilling and rewarding.
The incredible value and experiences that we can provide to our customers, employees, vendors, and stakeholders alike is our biggest differentiators.
We’re a startup that combines the power of humans and data & analytics to help bring transparency to a notoriously ambiguous industry. This challenge is also what makes it exciting! Here, you will get an opportunity to work with some of the brightest minds and a vibrant & kind community of people and help build processes as we grow.
- Do you like talking to people?
- Do you get excited when someone finds what they want and makes a purchase?
- Do you like working alongside some of the brightest and fun people?
Then this is the role for you!
We are an online company and although we do have a phone line, please leave it open for customers. Thank you!
Job Role:
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