Fraud Prevention Specialist

| Chicago

About Tock

Tock is reimagining how chefs, restaurants, and wineries across the world run their businesses and manage reservations.

Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005 - now a perennial Michelin three star and widely considered one of the best restaurants in the world. For years they were spending $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations. Knowing there had to be a solution, Nick started work on a new reservation system. The homemade platform was a success, nearly eliminating no-shows and dramatically improving the guest experience. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn this simple idea into a robust platform to change the way people dine.

 

Tock’s explosive growth (as of June 2019):

  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 23 countries operating in 100+ cities
  • Has now processed over half a billion dollars in prepaid reservations

 

Job description

As the Fraud Prevention Specialist, you will be responsible for investigating fraud and serving as a credible partner that offers a pro-active and balanced approach to mitigate loss and care for the customer experience. Your tasks will include: reviewing and investigating fraudulent and potentially fraudulent transactions flagged by our fraud prevention tool, determining how to improve our customers’ experience, and providing best practices to help reduce online fraud. You will also respond to all escalated fraudulent incidents that could impact the business and will work directly with Customer Service, Legal, Sales, Engineering, and Operations.

 

What we're looking for

  • Possess strong investigation skills and proactively share best practices/knowledge
  • Effectively identify fraud trends and share the findings through various channels
  • Identify correct Risk treatment in an effort to balance loss and customer experience
  • Wear several “hats” - Relationship Manager, Investigator, Sales, and Negotiator
  • Strong problem solving, analytical, and critical thinking skills
  • Exceptional verbal and written communication skills

 

What we'd prefer

  • 3+ years related experience; 1+ year experience preferred in one or more of the following areas: Customer Support, Fraud Investigation, Data Analytics, Credit Risk, Transaction Processing, or Chargeback Processing
  • Proven customer communication experience (E-mail & Phone)
  • Bachelor’s Degree

 

What you’ll do

  • Act as single source of contact for customers during fraud investigations
  • Contact customers when necessary to gather evidence regarding potentially transactions
  • Answer both routine and complex inquiries from customers (phone & email)
  • Track and model trends of chargebacks and present findings to leadership 

 

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Nitro coffee on tap

 

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Location

Tock's headquarters is in the West Loop close to public transit, the highway, and all of the neighborhood's best restaurants and hotspots!

An Insider's view of Tock

What’s the vibe like in the office?

The best way I can describe it is “chill focus”. It’s much different than the kitchens I came up in. The best part about working here is the people. No one is here simply for a paycheck, but to be a part of something bigger. Everyone helps move the company forward while still being a great person.

The 8 foot dinosaur watching over us helps too.

Jeremy

Hospitality Manager

What does your typical day look like?

Every day in sales here is different than the last, and we have the flexibility to create our own schedules. Some are spent researching and reaching perfect matches for Tock, some are spent meeting with some of the world's best chefs in the coolest cities, and some are spent rolling up our sleeves and ensuring successful onboarding for our clients.

Brad

Territory Account Executive

What makes someone successful on your team?

A successful member of our team needs to be determined, passionate about our product and the success of our partners, persistent and flexible in trying new ways to reach potential new partners, and organized to easily manage your deals and leads. An optimistic and friendly attitude also goes a long way!

Maggie

Territory Account Executive

What unique initiatives do you have that encourage innovation?

For those that love food and eating out, what if I asked you, where should I go to dinner. What would you say? Tough question, right? The restaurant scene in Chicago and across the entire world is more crowded now than ever before. So at Tock we’re helping restaurants compete and succeed with tools to make them better businesses.

Dan

Director of Design

How do you collaborate with other teams in the company?

I've never worked with a more collaborative, talented, and hard-working group of people, across all of our teams. Everyone is willing to learn and adapt as the company grows and scales. Not only do all departments have full visibility into what the others are doing, but we actively seek out ways to help and improve lines of communication.

Huong

Account Manager

What are Tock Perks + Benefits

Tock Benefits Overview

Competitive salary
Full benefits (medical, dental, vision), 401k
Paid time off
Paid parental leave
Free daily lunch + stocked fridge
Nitro coffee and wine on tap
Friday afternoon happy hours
Pre-tax commuter benefits
Happy hours + company outings
BYOD (bring your own dog) to work
Working with the world's best chefs and restaurateurs

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
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