Scam Prevention Customer Investigations Job Description 

The scam prevention team at Wayfair is responsible for developing and deploying scam prevention and mitigation strategies. One critical scam prevention lever is the ability to identify and quickly shut down individuals who are taking advantage of our policies. We are looking for a  senior associate to help with this effort, as part of our newly formed customer investigations team.

As a member of the customer investigations team, you’ll be responsible for investigating suspicious customer accounts that show a pattern of repeat abuse of Wayfair policies. You will drive substantial impact by identifying accounts that need to be shut down. In cases of extreme abuse you will partner with local law enforcement to report the theft, providing them with the necessary  documentation and acting as a point person for any questions or follow up they may have. As one of the first members of this newly formed team, you will have the unique opportunity to build out and define processes that will help to maximize impact. If you have a knack for investigation and want to be a part of this exciting new team, apply today!

What you’ll do

• Investigate potential scam customers and associated accounts to determine when it is appropriate to block customer accounts, thinking critically to consider the implications on both our business and the customer 
• Independently identify scam trends as scammers adapt and implement new techniques. Quickly escalate these gaps & opportunities to limit the amount of financial loss 
• Use your judgement  to make decisions on which customers to sever ties with, allowing us to create a foundation for our overall scam governance strategy, the essential component for the holistic scam strategy at Wayfair 
• Once identified, block customer accounts from making any further purchases, and reroute any open orders associated with the customer
• When new types of scam behavior are uncovered, use judgement to determine when it’s appropriate to deviate from the standard operating procedures in order to prevent further scam and abuse of policies 
• In instances of extreme fraud and theft, gather and prepare the evidence necessary to build out a case which will allow us to pursue individuals both criminally and civilly, keeping a relentless focus on attention to detail
• With manager oversight, represent Wayfair in criminal cases we choose to pursue. Present documentation to local law enforcement agencies around the country. Partner with them to ensure any and all questions and requests they have are answered in a timely manner. 
• Help to build out a playbook for scam investigations and law enforcement outreach. developing templates, documentation, and scalable processes to optimize. Continuously refine these, adapting our investigation strategy with the ever evolving  behaviors of scammers 
• Become a subject matter expert on scam related customer investigations and associated law enforcement, answering questions from stakeholders as they arise

What you’ll need

• 2+ years of experience within an e-commerce or corporate retail organization preferred
• Excellent communication skills, both written and verbal
• Incredible attention to detail and highly organized
• Analytical self-driven thinker who looks for (and finds) answers in the data
• Demonstrated ability to effectively prioritize projects and multitask to get things done
• Proficiency in Microsoft Excel and familiarity with SQL
• A tenacious, entrepreneurial and ownership mindset 
• A ‘get stuff done’ mentality with a highly collaborative behavior

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.