Fraud Support Lead, Klover

About Attain

Built for consumers and companies, alike. In a world driven by data, we believe consumers and businesses can coexist. Our founders had a vision to empower consumers to leverage their greatest asset—their data—in exchange for modern financial services. Built with this vision in mind, our platform allows consumers to access savings tools, earned wages and rewards without cost or hidden fees. In exchange, they give permission to use their real-time data for research, insights and targeted advertising.

At Attain, your contribution will help us build a more equitable and efficient data sharing ecosystem—whether helping consumers access modern financial services or businesses leverage data to achieve better outcomes. You’ll have the opportunity to work directly with hands-on leaders and mission-driven individuals everyday.

About the role

Our Customer Support team plays an integral role in our user and customer experience. The Fraud Support Lead will handle issues related to discrepancies in payments and advances to users, and resolve escalations. You’ll have the opportunity to create and establish best practices for our Fraud team, and support our dispute resolution process internally and externally. This position will report directly to the Director of Customer Experience and be a cross functional partner to our Finance Team. 

Preferred Qualifications

• 3+ years of call center and/or customer service related experience 
• 2+ years of experience working in fraud/risk department, compliance, or similar
• Experience with omni-channel support such as Zendesk, Salesforce, Helpdesk, etc. 

What a typical week might look like

• Be a key point of contact for analysis of in-application user activity that suggests fraud
• Resolve issues related to data breaches, duplicate accounts and chargebacks
• Examine potential fraudulent cases, decipher information and create a plan to resolve cases
• Navigate disputes through multiple channels 
• Become deeply familiar with our consumer-facing applications and their functionality 
• Handle escalations as directed by the customer support and finance leadership team 
• Collaborate cross-functionally with our finance and accounting teams to develop long-term fraud reduction solutions 

During your first few months at Attain, you’ll: 

• Meet the members of the team! We believe in our people, so we want to make sure you're introduced to all of the right team members to help you succeed. You will spend a significant amount of time with our Director of Customer Experience, Customer Operations Manager, Product Managers and senior CX team members.  
• Get to know Attain! Immerse yourself in our product, interact with our in-app features, and get to know our consumers. 
• Enhance your skills! You will become very familiar with the technology and tools that we use; Zendesk, JIRA and Firebase, just to name a few.   
• Create something from the ground up! This is a brand-new position in which you will provide the groundwork for our fraud processes for our consumers, agents, and leadership team.

We’re excited to hear from you. 

At Attain, we are passionate about finding people to continuously help us grow our organization. We encourage you to apply, even if your experience doesn’t match every detail of the job description. If we don’t see something that immediately fits, we will keep your resume on file for future opportunities.