Customer Service - Payments and Fraud Associate

at  Rare Carat Inc

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.

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
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• 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