Location: San Francisco, California or Utah or North Carolina
Employment Type: Full time
Team: Opportunities
About Rocket Lawyer
We believe everyone deserves access to affordable and simple legal services.
Founded in 2008, Rocket Lawyer is the largest and most widely used online
legal service platform in the world. With offices in North America and Europe,
Rocket Lawyer has helped over 25 million people create over 50 million
legal documents , and get their legal questions answered.
We are in a unique position to enhance and expand the Rocket Lawyer platform
to a scale never seen before in the company’s history, to capture audiences
worldwide. We are expanding our team to take on this challenge!
About the Role
The Payment Operations team enables consumers to pay for their digital content
and services from Rocket Lawyer. We manage our external vendors and
collaborate with internal teams to maximize payments acceptance while
minimizing chargebacks and fraud losses. If you are someone who is curious,
passionate about payments and solving problems, and not afraid to get your
hands dirty in the details, you could be a great candidate for this role.
This person will report to the Director of Payments. You will be responsible
for supporting Rocket Lawyer’s objective of minimizing chargebacks and fraud
losses by managing day-to-day operations including payment and transactional
reviews, refining risk rules, monitoring key performance indicators and
identifying & documenting opportunities for improvement. The position requires
someone with a minimum of 3 - 5 years of fraud and risk experience in the
e-commerce space.
A Day in the Life
- Help the team manage chargebacks by responding to and resolving dispute inquiries from card issuers. Develop and evolve chargeback and dispute strategies
- Utilize existing risk management tools to identify and minimize payments fraud; review transactions and proactively update risk rules; and make recommendations for new tools and processes as applicable
- Contribute to fraud detection strategies and business processes that balance fraud losses and customer experience
- Proactively monitor fraud and risk metrics to catch anomalies, spot opportunities and drive overall efficiencies and best practices
- Prepare regular operational and key performance metrics reports, ad-hoc reports, and monthly chargeback and processing cost forecasts
- Collaborate with internal teams and work cross-functionally to resolve payments and risk related issues, document process improvements and support new products coming to market
Skills & Experience
- 3 - 5 years experience working in risk or fraud in the e-commerce payments space, preferably with subscription platforms
- Previous experience in identifying risk factors and trends of potentially fraudulent activity
- Analytical and motivated by tough, complicated problems to solve. Able to scrutinize data, track results and identify opportunities to optimize performance
- Highly attentive to detail. Takes pride in the accuracy, completeness, and timeliness of work deliverables
- Self starter who thrives in a fast paced working environment. Able to quickly adapt to new processes and requirements
- Collaborative, with past experience working across teams - including technical teams
- Excellent verbal and written communication skills
- Proficient in Excel and enjoys learning new systems and technology
- This position can be based in San Francisco, CA; Ogden, UT or North Carolina