Published on

May 3, 2024

Published on

May 3, 2024

Published on

May 3, 2024

Published on

May 3, 2024

Senior Fraud Operations Specialist

Senior Fraud Operations Specialist

Senior Fraud Operations Specialist

Senior Fraud Operations Specialist

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

Full-time

/

United States

/

Remote

About the job

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 environmentBachelors' degree or equivalent experience, preferably in a related fieldKnowledge of SQL or equivalent database query languageSubject Matter Expertise in fraud concepts and prevention best practicesAdvanced skills in Excel and Microsoft/Google SuiteExcellent written and verbal communication skillsNot afraid to operate and lead in ambiguous environments and build processes from the ground upAbility 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 holisticallyAttention to detail and willingness to deep dive into internal and external dataEmpathy 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, BigQueryExposure to Project Management and/or CRM software like JIRA, ZenDesk, UntangleExperience with BI or data visualization tools like Tableau or LookerExperience 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

About the job

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 environmentBachelors' degree or equivalent experience, preferably in a related fieldKnowledge of SQL or equivalent database query languageSubject Matter Expertise in fraud concepts and prevention best practicesAdvanced skills in Excel and Microsoft/Google SuiteExcellent written and verbal communication skillsNot afraid to operate and lead in ambiguous environments and build processes from the ground upAbility 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 holisticallyAttention to detail and willingness to deep dive into internal and external dataEmpathy 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, BigQueryExposure to Project Management and/or CRM software like JIRA, ZenDesk, UntangleExperience with BI or data visualization tools like Tableau or LookerExperience 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

About the job

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 environmentBachelors' degree or equivalent experience, preferably in a related fieldKnowledge of SQL or equivalent database query languageSubject Matter Expertise in fraud concepts and prevention best practicesAdvanced skills in Excel and Microsoft/Google SuiteExcellent written and verbal communication skillsNot afraid to operate and lead in ambiguous environments and build processes from the ground upAbility 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 holisticallyAttention to detail and willingness to deep dive into internal and external dataEmpathy 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, BigQueryExposure to Project Management and/or CRM software like JIRA, ZenDesk, UntangleExperience with BI or data visualization tools like Tableau or LookerExperience 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

About the job

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 environmentBachelors' degree or equivalent experience, preferably in a related fieldKnowledge of SQL or equivalent database query languageSubject Matter Expertise in fraud concepts and prevention best practicesAdvanced skills in Excel and Microsoft/Google SuiteExcellent written and verbal communication skillsNot afraid to operate and lead in ambiguous environments and build processes from the ground upAbility 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 holisticallyAttention to detail and willingness to deep dive into internal and external dataEmpathy 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, BigQueryExposure to Project Management and/or CRM software like JIRA, ZenDesk, UntangleExperience with BI or data visualization tools like Tableau or LookerExperience 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

About Company

Extend allows any merchant to offer extended warranties and protection plans through our easy-to-integrate APIs or pre-built eCommerce applications. We power extended warranties both online and offline while also providing consumers with a modern, digitally native experience that eliminates the issues customers face today with legacy offerings.Our platform is integrated into leading eCommerce solutions including Shopify, Magento, Salesforce Commerce Cloud, BigCommerce, and others so that you can be up and running quickly, with no technical requirements. We also provide custom API integrations for larger merchants who have their own eCommerce platform. Our intelligent decision engine uses machine learning to optimize warranty offers in real-time, thereby improving warranty and cart conversions and generating the most revenue for the merchant. For customers, Extend stores all the details of an individual's product purchase and warranty plan for them - no need to save receipts. Our 24/7 claims experience streamlines them through the claim process to create a seamless experience from start to finish.www.extend.com

Total Employees

275

Company 2-Year Growth

0%

Median Employee Tenure

2.8 years

Because no one goes to school
for fighting fraud.