Risk Mitigation Associate - Refunds

The Risk Mitigation Associate – Refunds works to prevent financial loss by managing the end-to-end refund process and assisting in the detection of fraudulent activity. This role ensures transaction accuracy within NetSuite and payment gateways while maintaining order compliance. Reports to the Risk Mitigation Manager and collaboration with Accounting and Member Services.

KEY RESPONSIBILITIES

• Refund Management: Process and verify refund transactions via NetSuite, Braintree, and PayPal to ensure timely resolution.
• Fraud Detection: Investigate flagged orders by analyzing account details and verifying information with members through ServiceNow.
• Chargeback Defense: Analyze and dispute chargeback cases within payment portals to mitigate losses.
• Compliance: Review Terms of Use violations, verify member history to prevent fraud, and educate customers on order compliance.
• Insurance Claims: Partner with shipping insurance providers to resolve shipping and refund-related cases.
• Reporting & Analysis: Use NetSuite to generate financial summaries and operational reports; identify and communicate trends or process gaps.
• Process Optimization: Identify inefficiencies in refund and credit workflows and suggest automation opportunities.

REQUIREMENTS

Education/Experience: Associate’s degree (Bachelor’s preferred) and 1+ years in e-commerce fraud, risk, or returns management.

Technical Proficiency:

• ERP: NetSuite or similar software.
• CRM: ServiceNow or similar enterprise level software
• Payments: Braintree and PayPal environments.

Skills: Strong analytical, organizational, and problem-solving abilities; capable of prioritizing in a fast-paced environment.

Attributes:

• Ability to perform well in a highly dynamic, diverse, and rapidly changing environment.
• Candidates with prior GOVX experience must have proven performance in these areas.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. This role occasionally must lift and carry office equipment. Occasional evening, night, and weekend shifts are required.

Physical - This is a sedentary role.

Mental – Problem solving, making decisions, interpreting data, organizing, and reading/write.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements: None

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Range: $24.00 - $26.00 /hr.

Paid Time Off, Paid Sick Leave, Paid Holidays

401(k) plan with discretionary match available

Medical, Dental, Vision, and Life Insurance

Flexible Spending Account (FSA), Health Savings Account (HSA)

Voluntary benefits including Critical Illness, Group Accident, Short Term Disability and Voluntary Life

Employee Referral Program

Discounts on the GOVX website