Welcome to the Table. At Sur La Table, community, culinary joy, and celebration are at the heart of who we are. From monthly spotlights to the Golden Whisk awards and cooking class perks, our culture blends recognition with hands-on experiences. New team members are welcomed with care and inspired by wellness events, inclusive stories, and a personal touch that makes you feel right at home.
Position Overview
The Loss Prevention Agent plays a critical role in mitigating risks, preventing losses, and ensuring financial stability for CSC Generation Holdings Inc. and its subsidiaries. The agent will be responsible for reviewing transactions, identifying potential fraud, managing chargebacks, and ensuring that orders comply with company policies. This role requires a high level of attention to detail, the ability to analyze data, and a commitment to maintaining low chargeback rates across various brands.
Key Responsibilities
· Fraud Detection & Prevention
· Review orders to identify suspicious activity and potential fraud across multiple brands.
· Make decisions on whether to accept or decline orders in the best interest of the company, based on data analysis and internal guidelines.
· Conduct outbound calls and emails to verify order details, ensuring customer authenticity and preventing chargebacks.
· Maintain a productivity rate (AT) of 90% or higher, communicating with management if additional assignments are needed to meet this target.
· Chargeback Management
· Manage and reduce chargebacks by maintaining brand-specific chargeback goals:
· For Sur La Table, ensure the chargeback rate is at or below 5% of all transactions reviewed per month.
· For One Kings Lane, maintain a chargeback rate at or below 1% during low/regular seasons and 5% during peak seasons, per week.
· Monitor chargeback data to identify trends and take proactive measures to reduce the rate of chargebacks.