CX Fraud Specialist

Comfrt•,

4d•Remote

About The Position

The Fraud Specialist is responsible for protecting Comfrt’s revenue by managing chargeback investigations, mitigating fraud risks, and optimizing our dispute resolution processes. This role serves as the primary owner of our relationships with fraud prevention partners (e.g., Signifyd), ensuring that fraud trends—including gift card abuse, return fraud, and refund manipulation—are identified, tracked, and proactively addressed. The specialist will work closely with the greater CX team, Ops, Tech, Retail, and external partners to maintain low chargeback rates while balancing a seamless customer experience. This role will collaborate closely with Customer Experience, Operations, and Tech teams to ensure consistent application of fraud prevention policies across all channels. This role is essential for minimizing revenue loss, protecting the company's financial interests, and ensuring that fraud prevention efforts do not negatively impact the customer experience.

Requirements

Strong background in customer experience or marketplace support
Prior experience in fraud prevention, chargeback management, or high-risk ecommerce support.
Strong analytical skills; ability to identify patterns in data and proactively flag risk.
Familiarity with ecommerce fraud platforms (e.g., Signifyd) and payment gateways (e.g., Afterpay, Klarna).
Experience documenting and analyzing claims (shipping, defects, etc.) with high attention to detail.
Strong communication skills, with the ability to coordinate effectively between internal ops teams and external vendor partners.
Comfortable managing multiple priorities in a fast-paced environment.
Excellent attention to detail and process accuracy
Ability to evaluate quality and articulate improvements effectively

Responsibilities

Conduct comprehensive chargeback investigations for various payment platforms (e.g., Klarna, Afterpay, and others managed via Signifyd).
Own the end-to-end relationship with Signifyd, including monthly strategy calls to review performance and optimize decision logic.
Maintain KPI ownership for chargeback win/loss ratios, ensuring the team hits target recovery goals.
Monitor and analyze fraud trends, including refund abuse, multiple-account fraud, gift card exploitation, and fulfillment/delivery claim irregularities.
Maintain and update allow/reject lists for fraud prevention based on ongoing trend analysis.
Review visual evidence (e.g., damages/defects photos) to identify AI-generated or re-used imagery used in fraudulent claims.
Partner with Retail Ops to address fulfillment and delivery-related fraud patterns.
Collaborate with the training lead (Cecily) to develop and deliver team refreshers, SOP updates, and training sessions regarding fraud detection and prevention.
Produce recurring reporting on fraud statistics, chargeback performance, and team accomplishments for leadership review.
Provide day to day support to CX Social team.
Provide customer insights to broader Comfrt team.
Identifying opportunities to drive revenue in CX responses and as engagement to contribute towards retention and loyalty.