Fraud Investigation Specialist II

JOB SUMMARY:
Kibo is a leading omnichannel eCommerce platform for retailers and branded manufacturers with over 800 customers fulfilling orders in 75 countries. We are a dynamic, growing software company offering cloud based, omnichannel platforms providing first-class eCommerce SaaS solutions.

Kibo is seeking career-oriented, entry-level candidates with a passion for eCommerce who are obsessed with delighting customers and delivering continuously improved customer experiences. You will be joining a collaborative environment with a team first mentality, encouraging innovation and creativity. This role offers amazing growth potential for individuals looking to launch a career in an existing and quickly expanding industry.

As an eCommerce Fraud Investigator, you will begin your career at Kibo by investigating fraudulent activity, monitoring suspicious orders, representing chargebacks, and identifying new fraud modus operandi to safeguard Kibo’s customer base while providing the best possible eCommerce experience. You will communicate with consumers and clients about orders and procedures, process transactions and report new trends. In this role you will build a strong foundation in eCommerce by learning order support, fraud prevention and chargeback representment.

ESSENTIAL RESPONSIBILITIES AND DUTIES:
Monitor various fraud and chargeback queues to ensure every inquiry is attended.

Identify legitimate customers and cancel fraudulent orders.

Serve as point of contact for online consumers providing order support via phone, email, and chat.

Communicate with consumers and clients to verify information or follow-up on order status.

Identify existing fraud modus operandi and discover new fraudulent trends.

Work as part of a team to achieve the service level goals by responding to consumer inquiries in a prompt manner.

Deliver exceptional service to every consumer in every interaction.

Demonstrate proficiency on internal quality checks.

Continuously seek and recommend improvements in the consumer experience.

Maintain compliance and security requirements when handling customer information.

QUALIFICATIONS:
Experience in customer service and/or in client facing roles.

Knowledge and/or experience with fraud, collections, banking or risk management.

Bi-lingual proficiency in French, Spanish or German is a plus.

Proficiency with Microsoft Office; experience with Salesforce is a plus.

KNOWLEDGE/SKILLS/ABILITIES:
Excellent customer service skills – ability to be empathetic, resourceful, and conscientious.

Ability to multi-task and prioritize responsibilities in a fast-paced dynamic environment.

Ability to work with ambiguity and make fast and calculated decisions.

Engaged attitude while working repetitive tasks.

Effective communicator (written and verbal) with strong intrapersonal skills

Strong organizational and time management skills

Exceptional decision-making and problem-solving abilities

Ability to work flexible schedules including nights and weekends

Skilled in computer navigation and strong typing proficiency

A passion for eCommerce and Saas technologies

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

Kibo is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.