Fraud Associate (Contract)
About Calm
We have a simple mission at Calm: To make the world a happier and healthier place.
The heart of Calm is digital but the brand is expanding offline into a variety of products and services that bring more peace, clarity and perspective into people’s busy lives. We are building Calm into the Nike of the Mind. We believe Calm can become one of the most valuable and meaningful brands in the world.
Over 75 Million people have downloaded the app and we are growing by 100,000 new downloads a day. The company is profitable and headquartered in San Francisco, CA.
Calm was co-founded by Alex Tew (Million Dollar Homepage) and Michael Acton Smith (Mind Candy, Moshi Monsters, Firebox).
Mission
Calm's first Fraud Associate will work closely with our Customer Experience (CX) and Security teams to minimize fraud risk while providing a delightful customer experience. You are a guardian of our subscription purchases and you are tasked with accurately identifying fraud and creating thoughtful responses to charge-backs.
We are looking for a detail-oriented teammate that is natural at making informed decisions. You are comfortable adapting to our ever-shifting priorities as we support rapid growth and change in the product. You’re process focused and are always looking for ways to increase the efficiency and overall productivity of our team.
Outcomes
- This is a contract position for November 2020 - April 2021
- Availability to work 10-15 hours/week depending on the volume of incoming customer purchases. The weekly schedule is flexible within specified deadlines and availability to help monitor purchase traffic on weekends and holidays is ideal
- Resolve credit card disputes and charge-backs
- Conduct investigations on suspicious transactions and determine if they should be approved or declined within agreed upon time frame
- Recognize and escalate patterns in fraudulent activity
- Contribute to ongoing process improvements and identify opportunities to increase efficiencies
- Provide regular feedback to internal cross-functional teams to improve automated identification and prevention of fraudulent transactions
Competencies
- Minimum 2 years of experience in Fraud, Data Processing, or Support related fields
- Four-year degree or relevant work experience
- Strong written and verbal communication with strong attention to detail
- Proactive, with an excitement to follow up when things don’t get resolved
- Natural inquisitive nature and appreciation for doing research and investigative type of work
- Strong analytical skills like pattern recognition, identification of inconsistencies, and deductive reasoning
- Ability to ensure issues are resolved and shipped quickly
- Experience with Stripe and SQL is a plus
Calm is deeply committed to diversity, equity and inclusion, both in our hiring practices and in our experiences as a Calm employee. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination.
Calm is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
Calm is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Calm’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.