Fraud Agent (Nights)

Customer Service Coppell, Texas


Description

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Dallas Best Places to work in 2023, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:  As a member of the Verification Team, the Fraud Agent will be responsible for reviewing and investigating transactional data to help protect against losses due to fraud. This person will work closely with Accounting, Sales, Seller Services and Customer Service in various scenarios to limit the risk of Vivid Seats. 

How your role contributes to the success of Vivid Seats: 

  • Proactively examine and review transaction data for suspicious activity and possible fraud 
  • Verify required documentation and assist customer service representatives with questions or issues regarding potentially fraudulent orders 
  • Utilize various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, and financial data 
  • Conduct extensive research to validate online purchases and determine effective ways to resolve chargebacks and disputes 
  • Respond to phone calls from financial institutions in an effort to mitigate potential chargebacks 

How your role expectations will progress as a Fraud Analyst in the first 30, 90, and 180 days: 

30 days in 

  • Complete new hire orientation, gaining the resources you need to be successful.  
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
  • Acclimate to team and company norms, business objectives, and Vivid Seats values. 
  • Learn how to review new orders for fraudulent activity and acclimate to the daily tasks assigned to the Fraud team.
  • Navigate our phone and SMS system to contact customers to verify the authenticity of orders. 

90 days in 

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. 
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
  • Order handling speeds and allow/reject rate consistent with established peers. 
  • Understanding of the order actions to be taken at the various stages of the chargeback process. 

180 days in  

  • Apply methods to execute individual tasks that positively impacts the team.  
  • Play an active role in continued learnings to advance skill sets necessary for team goals. 
  • Understanding of the entire chargeback process, including replying to disputes and analyzing seller listings for potential fraud activity. 

What You’ll Bring: 

  • Ability to work evening shifts and both Saturday and Sunday. 
  • Bachelor’s degree or equivalent work experience. 
  • Excellent organizational, analytical, and critical thinking skills. 
  • Strong attention to detail with the ability to handle high-volume situations. 
  • Provide exceptional customer service while resolving complex issues with little or no supervision or direction. 
  • Ability to meet deadlines and prioritize deliverables. 
  • Skilled writing background with experience in formal business correspondence. 
  • Previous experience in investigation, fraud prevention, banking or business analysis preferred. 

Schedule:
The first 3 weeks of employment are Monday-Friday 9-6 for paid training.

  • Offering a base salary with overtime eligibility + Bonus
  • Hybrid model (3 days in the office and 2 days at home)


Bonus & Overtime Eligibility:

  • Any hours worked over 40/week are overtime eligible.

Our Commitment: 
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.  

Vivid Seats provides a premium nights and weekends compensation; bonus incentives; PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; snack allowances; and a variety of additional workplace perks.