Customer Service Dragnet

etrailer•Wentzville, MO

4d•Onsite

About The Position

Protect Our Neighbors While Keeping Good Orders Moving. Every order placed with etrailer represents a neighbor trusting us with their information and their purchase. As a Customer Service Fraud Representative, you'll help protect that trust by reviewing potentially fraudulent transactions, investigating concerns, and making thoughtful decisions about which orders move forward and which need to be stopped. This role combines investigation, critical thinking, and customer service. You'll review high-risk orders, look for information that doesn't add up, communicate directly with neighbors when verification is needed, and make decisions that protect both our neighbors and etrailer—without unnecessarily delaying legitimate orders. Good judgment matters. Fraud isn't always obvious, and not every unusual order is fraudulent. Success in this role means knowing how to gather the right information, recognize patterns, protect confidential information, and make sound decisions even when the answer isn't immediately clear.

Requirements

Naturally analytical and enjoy figuring out why something doesn't look quite right.
Pay close attention to details while still being able to step back and consider the bigger picture.
Comfortable making decisions based on the information available and can explain the reasoning behind them.
Stay organized and focused while managing multiple priorities in a fast-paced, high-volume environment.
Communicate clearly and professionally, including during conversations that require discretion or involve sensitive information.
Take ownership of your work, follow through, and are comfortable working independently without needing constant direction.
Experience in fraud prevention, ecommerce, banking, payments, loss prevention, customer service, or another detail-oriented role is helpful, but strong judgment, curiosity, and a willingness to learn matter just as much.
Curious, thoughtful, comfortable making decisions, and motivated by getting the answer right.

Responsibilities

Review orders identified as high risk and investigate information that may indicate fraudulent activity.
Contact neighbors when additional verification is needed, using professionalism and discretion while protecting confidential information.
Evaluate available information and determine whether transactions should be approved, cancelled, or stopped before shipment.
Move legitimate orders forward quickly so fraud prevention doesn't create unnecessary delays for our neighbors.
Document decisions and maintain accurate records while managing a high volume of reviews and follow-up.
Identify fraud patterns and emerging trends, sharing useful information that can help reduce future losses.
Work independently, collaborate when another perspective is needed, and have some fun while helping protect our neighbors and the business.