Fraud Prevention Specialist
Chicago, IL

About Tock

Tock is the only all-in-one system for reservations, takeout, delivery, and events. 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.

Tock’s explosive growth:

  • Awarded Fast Company's "Most Innovative Companies" for 2021
  • Awarded Built In’s “2021 Best Places to Work”
  • Awarded America’s Hottest Brands of 2020 by AdAge
  • Announced an exclusive partnership and integration with Chase Pay & Ultimate Rewards and WineDirect
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed over $1 billion in prepaid reservations
  • Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more
  • Named one of 2019's 50 Startups to Watch

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

  • Bachelor’s Degree preferred
  • 2+ 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
  • Experience with the following software a plus:
    • Salesforce
    • Fraud Prevention Software
  • Proven customer communication experience via email and phone
  • 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 you’ll do

  • Act as a source of contact for customers during fraud investigations
  • Compile compelling evidence and submit on customers’ behalf as a defense against chargebacks
  • Correspond with customers via phone and email regarding the chargeback process, supporting evidence, determinations, and frequently asked questions.
  • Track and model trends of chargebacks and present findings to leadership
  • Assign and review dispute work for Associate Hospitality Managers
  • Serve as Tock’s internal point of contact for chargeback and fraud related inquiries

Benefits & Perks

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Paid time off
  • Paid parental leave

How to apply

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