Merchant Chargeback Analyst Sr. jobs in California

ABOUT US

Fashion Nova is an inclusive fashion-forward and trend-driven apparel and lifestyle brand that celebrates all dimensions of confidence. We use our platform to spread positivity with brands for women, men, curve, luxe, sport, swim, beauty, and kids. We are obsessed with creating the best experience available for our customers and employees.

Fashion Nova was built on the backbone of individuality and inclusiveness. Our brands are worn and celebrated worldwide by customers, celebrities, and influencers because of our uniquely creative and talented employees.

ROLE OVERVIEW

The Chargeback Analyst will work directly with finance and customer care to achieve the goal of reducing chargebacks for the company while maintaining our bottom line through rule management, analysis, and manual review efforts. This role's success is measured by our ability to execute a strategy that balances sales performance with an effective risk profile to provide a frictionless experience for our customers and with minimal impact to financial performance. The leader in this role actively contributes to strategic operational initiatives as well as daily business decisions.

RESPONSIBILITIES

• Develop and maintain processes to mitigate fraud losses with a focus on client experience
• Identify risk and its operational|financial cause|effects
• Perform data analysis and collaboration rule recommendations
• Provide support, direction, and knowledge to the customer service team regarding processes, products, procedures, and general knowledge and providing written responses to customer issues
• Work with Technology on analysis of customer and product rules and specific data points to resolve data issues and suggest improvements
• Collaborate with the Technology on development, documentation, and clarification on current and future fraud tools
• Serve as a resource for Customer Care on escalated issues that need high-touch resolutions
• Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives
• Provide subject matter expertise on tools and technology needed to evolve the customer experience

ROLE REQUIREMENTS

• A minimum of two years of relevant work experience with expertise in eCommerce and payments
• Prior fraud or risk experience preferred
• Experience with managing chargebacks and fraud monitoring programs
• Basic SQL and coding knowledge to assist in technical troubleshooting, analysis, and reporting
• Experience with Tableau, PowerBI, or other visualization tools
• Must be highly organized and responsive with the ability to manage multiple projects at once
• Competent and confident in interacting with Leadership and other key stakeholders
• High level of diplomacy and tact, with an approachable attitude and ability to diffuse high-stress situations
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience
• Must possess exceptional problem-solving, analytical, and research skills
• Able to make independent choices and recommendations without immediate direction or supervision
• Must be flexible to work weekends, holidays and/or extended hours as needed
• BA|BS degree in Business, Marketing, or a related field
• English, additional language(s) an advantage
• Schedule of this position: Tuesday – Saturday | Core business hours | Onsite

BENEFITS

• Formalized career paths
• Flat management platform
• Manager Training Academy
• Creative Development Internship Program
• Fashion Nova Cares Program
• Flexible Paid Time Off (PTO)
• Medical, Dental and Vision Coverage
• 401k match, with immediate vesting upon eligibility
• Stocked kitchens with gratis snacks and drinks
• Weekly catered lunches
• Summer Fridays at Headquarters
• Team bonding events and programs
• Employee discounts

Fashion Nova, LLC, and subsidiaries thereof, is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit, hire, train, and advance in employment qualified individuals in all job titles without regard to race, color, national origin, gender, sexual orientation, gender identity, religion, age, status as a protected veteran, criminal history, or status as an individual with a disability; and shall not discriminate against any individual, any such characteristic, nor any other classification protected by local, state and|or federal law.