Senior Fraud Operations Specialist

Extend

About Extend:

Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service. 

Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company’s addressable market and value creation for merchants.

We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.

About the Role:

As a Fraud Operations Specialist, you will spearhead a growing Fraud Ops team and improve user experience for legitimate Extend customers by finding new ways to prevent fraud and abuse, and positively impact Extend’s internal processes. This role requires direct experience with fraud and abuse operations (preferably in an eCommerce setting), an understanding of fraud concepts, communication skills to work with cross functional stakeholders, and a working knowledge of SQL or equivalent database query language.

What You Will Be Doing:

  • Inquiries and Escalations: Spearhead our Fraud Ops team by directly participating in anti-fraud/abuse operations: responding to situation-specific inquiries and escalations, obstructing bad actors, and recommending courses of action to stakeholders.
  • Data-driven Investigations and Analysis: Investigate alerts and conduct trend analysis on customer profiles, groups, and behavior using internal and external data. Review past incidents to understand any gaps in coverage and help identify new avenues for fraud/abuse before they occur.
  • Bring Your Experience to the Table: Lead and develop the team by serving as a subject matter expert on anti-fraud and abuse operations, setting up processes, and providing training and constructive feedback to improve the efficiency and quality of our existing Fraud Ops.
  • Cross-functional Work: Collaborate with internal stakeholders such as Claims, Product, Engineering, and Legal to build, deploy, and scale new anti-fraud infrastructure and policies from end-to-end. Assist with developing and analyzing metrics and KPI’s evaluating the effectiveness of fraud prevention methods, investigations, and loss mitigation efforts.
  • Quality Control: Conduct quality control reviews to ensure escalations are handled in compliance with existing policies and/or laws.

What We’re Looking For:

  • 4+ years of direct Fraud/Abuse Operations experience, preferably in an eCommerce environment
  • Bachelors' degree or equivalent experience, preferably in a related field
  • Knowledge of SQL or equivalent database query language
  • Subject Matter Expertise in fraud concepts and prevention best practices
  • Advanced skills in Excel and Microsoft/Google Suite
  • Excellent written and verbal communication skills
  • Not afraid to operate and lead in ambiguous environments and build processes from the ground up
  • Ability and interest in thinking beyond the fraud ops and risk organization, considering the challenges of other teams, and prioritizing what is best for the business holistically
  • Attention to detail and willingness to deep dive into internal and external data
  • Empathy and humility

Nice to Haves:

  • Prior experience in a retail or high-growth start-up environment (eCommerce)
  • Familiarity with database software such as Snowflake, Mode Analytics, BigQuery
  • Exposure to Project Management and/or CRM software like JIRA, ZenDesk, Untangle
  • Experience with BI or data visualization tools like Tableau or Looker
  • Experience training teams and managing processes (esp. Relating to Fraud/Abuse)

Estimated Pay Range: $80,000 – $90,000 per year salaried*

* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, work location and job-related knowledge, skills and experience.

 

Life at Extend:

  • Working with a great team from diverse backgrounds in a collaborative and supportive environment.
  • Competitive salary based on experience, with full medical and dental & vision benefits.
  • Stock in an early-stage startup growing quickly.
  • Very generous, flexible paid time off policy.
  • 401(k) with Financial Guidance from Morgan Stanley.

Extend CCPA HR Notice

 

 

 

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