Operations Support - Loss Prevention (Temporary) at BookRenter.com in San Mat...

About Us:

BookRenter.com, Inc. , the leading textbook platform, launched in 2008 with a mission to make education more affordable by allowing students to rent textbooks for up to 80% off the retail price.  BookRenter helps students find the best price, highest quality books, and most flexible rental experience through their college store or online at www.bookrenter.com.  Offering more than 5.5 million titles and serving millions of students on over 5,000 campuses, BookRenter has saved students more than $130 million dollars on their textbooks.  And every time a student rents from us, BookRenter makes a donation to First Book to put new books in the hands of children in need.  With offices in San Mateo, California, BookRenter is a private company that is funded by prominent Silicon Valley venture capital firms.

Position Summary:

Candidate will be responsible for assessing the validity of orders and determining why they’re either fraudulent or legitimate. The job role requires the worker care not only about the outcome, but the underlying information used to form a final decision.  For this reason, it’s critical to use analytical skills to evaluate all pieces of an order before making a conclusion.

Worker must be willing to take problems from start to finish.  This often requires being innovative with researching: checking things yourself via multiple sources, online, past order data, etc.   Much of the work is done independently, but the candidate must feel comfortable asking questions or escalating problems should any arise.

Primary Responsibilities:

• Research order data and characteristics to determine legitimacy.
• Complete order review in a timely fashion; approx. within 24 hours
• Contact customer via phone and/or email to effectively:
  • Resolve declined charges
  • Inform user of pertinent policies
  • Set deadline for customer resolution as applicable
  • Tactfully obtain additional information not already available to determine legitimacy
• Provide detailed notes on history of order and contact with customer
• Work with Customer Service to resolve CS issues that cross over into fraud;
• Become proficient with our CRM (RightNow) and internal reporting tools (Ops)
• Work closely with Ops to provide feedback on patterns of scoring inaccuracy and fraud attempts detrimental to the business.

Minimum Requirements:

• Able to communicate firmly and effectively in difficult situations 
• Investigative (recognizing inconsistencies and other patterns over time)
• Detail oriented and organized
• Self-Starter
• An independent worker, but also a good communicator who’s not afraid to ask questions or receive feedback
• An effective communicator who has proper grammar and spelling and can present things concisely
• Able to multitask
• Knowledgeable of social networking profiles, maps, other basic online tools and major websites
• Capable of sleuthing/researching in depth
  • Able to find buried info that is not easy to find
  • Knowledgeable of different search methods and sites to get info from
  • Comfortable with contacting customers with delinquent accounts
  • Persistent

Perks:

This position offers competitive salary, benefits, and the chance to improve the lives of millions of students.