Fraud/Payouts Specialist

| Chicago
Reverb is a leading online marketplace for buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear. 
We’re looking for a detail-oriented Fraud/Payouts Specialist to support our Risk team’s mission of keeping Reverb’s marketplace the safest and most secure destination to buy, sell, and discover gear from across the globe! As a member of the team, you’ll need to be a proactive investigator who has the health and safety of our users as your top priority. You never take things at face value, but rather you relish in the opportunity to dig deeper and analyze the information that’s put in front of you. As a person fueled by curiosity, you take the time to consider multiple perspectives and outcomes in order to mitigate fraud on the platform. You’ll play an integral role in strengthening and protecting our community of musicians and music-lovers by upholding the Reverb values and keeping the bad players at bay!
Responsibilities:
  • Read messages, process tracking information and compose risk profiles to determine whether users are eligible to receive payouts.
  • Ensure record keeping is accurate and updated.
  • Actively manage a real-time purchase approval queue and mitigate loss exposure by identifying and cancelling fraudulent transactions.
  • Examine transaction information and account behavior to identify fraudulent activity (e.g. account takeover, friendly fraud, collusion).
  • Monitor and respond to chargebacks.
  • Investigate transaction patterns and conduct data analysis to distinguish good accounts from fraudulent accounts.
  • Send and respond to customer support tickets related to payments and risk.
  • Consistently update and manage spreadsheets used to report fraud trends.
  • Devise system and process improvements to detect and reduce fraud.
  • Work with cross-functional teams to ensure a great customer experience while preventing financial loss.
  • Handle additional tasks associated with a fast-growing company.
Requirements:
  • Over one year of fraud, payments, or risk management experience.
  • Knowledge of third-party fraud prevention tools (e.g. Sift) is required.
  • Comfort using spreadsheet software (e.g. Google Sheets, Excel, Microsoft Office), including the use of formulas.
  • Customer-centric approach with a high level of integrity, discretion, precision and enthusiasm.
  • Highly detail-oriented and organized with strong analytical skills.
  • Availability to work Sun-Thurs 8am - 4pm - weekend shifts can be remote.
Nice to haves:
  • Knowledge of chargeback dispute resolution.
What you'll get: 
To complement our competitive compensation and equity plans, we offer: 
  • No-bureaucracy environment where ownership and initiative are valued.
  • Health insurance and a healthy work environment.
  • 401k with company match.
  • Paid parental leave.
  • Flexible vacation and sick days.
  • Pre-tax commuter benefits.
  • Volunteering Time Off policy.
  • Bi-monthly lunches.
  • A MacBook, monitor, keyboard, mouse of your choice and standing desk.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLanguages

Location

Open, loft-style workspace conveniently located near the Paulina Brown Line.

What are Reverb Perks + Benefits

Reverb Benefits Overview

Not many people can say that they keep a bass guitar next to their desk for an impromptu jam session or that they’ve sung along as their CTO belted out Rage Against the Machine at their annual holiday party, but that’s just a day in the life of a Reverb team member. The team stays motivated through weekly all-company meetings, where several team members give TED-style talks on everything from Taekwondo to improv comedy. Another motivator? The fact that all employees have ownership in the company via stock option plans.

Every two weeks, employees learn from music gear experts from inside and outside of the organization through sessions ranging from “How to Set up Your Amp Without Blowing it Up” to “DJ Basics 101” and each month, several employees are recognized via the “Reverb Badass” prize drawing. Of course, there’s always tons of music, whether at our desks, seeping through the doors of our video room, or at a monthly happy hour — and it’s not uncommon to see a rock star roaming the halls.

Other perks we love? Monthly free lunches, daily healthy snacks, unlimited vacation, and birthday cake. Reverb’s flexible hours and vacation policy also make it an ideal workplace, particularly for musicians who might need to leave early for a gig or take off a few weeks for a European tour. Above all else, employees love working at Reverb because the company is making an impact: Reverb is making the world a more musical place by making it easy to buy and sell music gear.

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary and stock options in a high-growth company. Flexible vacation and sick days. No-bureaucracy environment where ownership and initiative are valued. Discounts on music gear. 100% coverage on health insurance and a healthy work environment.

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