Senior Fraud Operations Specialist

Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune. 

Salary Range:

We are looking for a Senior Fraud Operations Specialist to support our mission of keeping Reverb’s marketplace the safest and most secure destination to buy, sell, and discover music gear from across the globe.

As a member of the Trust & Safety team, you will be a proactive investigator who operates with the trust and experience of our users as your top priority. We relish the opportunity to dig deeper and analyze the information that’s put in front of us. We are energized by curiosity, and we take the time to consider multiple perspectives and outcomes in order to mitigate fraud on our platform. The team plays an integral role in strengthening and protecting Reverb's community of musicians and music-lovers by upholding our values and keeping the bad actors at bay.

This is a full-time position located in Chicago. Our hybrid work model offers flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to the office location 4+ times per month.

Responsibilities

• Assist with coverage across multiple fraud queues related to buyer, seller, account, and dispute fraud.

• Maintain key performance metrics to drive approval rates and fraud prevention results.

• Collaborate with cross-functional teams to improve internal tools/processes.

• Monitor core processes to unlock opportunities for gained efficiencies.

• Develop and maintain expert-level knowledge of tools and processes and serve as a key collaborator for cross-functional teams.

• Support peers in solving challenges and removing obstacles, paying careful attention to opportunities to improve team performance and growth.

• Perform and document root cause analyses on identified issues and collaborate on remediation plans to strengthen internal processes and drive accuracy.

• Ensure that team training and enablement resources are up-to-date to reflect developments and process changes.

Requirements:

• Strong subject matter expertise mitigating financial crimes.

• Knowledge of third-party e-commerce fraud prevention tools and payments

• High degree of autonomy in handling responsibilities, execution and proactive communication.

• Proficiency using spreadsheet software (e.g. Google Sheets, Microsoft Excel)

• Customer-centric approach with a high level of integrity, discretion, precision and enthusiasm.

• Highly thorough and organized with strong analytical skills.

• Flexibility in work schedule, including potential weekend shifts and a few holidays.

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:
● 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
● Life, AD&D, and supplemental long-and short-term disability insurance
● A matching 401(k)
● A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
● Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, LinkedIn Learning and Codecademy
● 18 weeks of gender-neutral parental leave for the birth or adoption of a child
● Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
● Paid sabbatical program
● $1,000 annual work/life stipend
● Access to free supplemental online mental health services and meditation apps
● Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!