Fraud Prevention Specialist — Chicago, IL

About Tock

Tock is changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe. This includes a robust reservation, guest, and table management system for businesses of all sizes.

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 to this problem, Nick started work on a new reservation system. The homemade platform was a success. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn his simple idea into a robust platform and change the way people dine around the world.

Tock’s explosive growth (as of January 2020):

  • Reached a global customer base of over 1,700 businesses in over 28 countries operating in 100+ cities
  • Booked over 25 million guests
  • Processed over $700 million in prepaid reservations
  • Named one of Fast Company’s Most Innovative companies
  • Named one of Built In Chicago's 100 Best Places to Work
  • Won Chicago Tribune's "Game Changer" Award for industry innovation

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
  • Stocked kitchen and nitro coffee on tap
  • Sunny office in Chicago's West Loop neighborhood

Interested?

Please submit your resume and cover letter, letting us know why you're interested in Tock, using the link below.
Apply now