Risk Management Associate

Who We Are:

TickPick is a fast growing technology company that is reshaping the secondary ticket marketplace. Through a combination of software development, product innovation and best in class customer experience, we have saved our customers over $60 million in service fees.

Since our launch in 2011 we have sold over $1 billion in tickets, and for the last five years, TickPick has been named a Deloitte Technology Fast 500 award winner and has landed on lists of Inc. 5000's and Crain's New York Business' Fast 50.

If you are passionate about solving complex problems and want to see your skills and experience have a direct impact on a fast growing company, TickPick is the place for you. We are building a diverse team, committed to providing the most innovative, transparent, and cost-effective ticket marketplace in the industry.

Who You Are:

TickPick’s Risk Associate will work closely with the Risk Manager and the operations team to resolve customer disputes, investigate fraudulent purchases, process event cancellations, and increase operational efficiency.

You are a critical thinker with a strong attention to detail. You are a detective at heart, with an innate interest in investigating and problem solving. You have strong communication and customer relations skills and are comfortable with conflict resolution.

What You’ll Do:

• Monitor and handle the day-to-day service claims and fraud related activities on our platform
• Investigate and resolve blocked transactions through email, inbound, and outbound phone calls

• Work with our third party fraud provider on escalated fraudulent transactions
• Investigate and resolve claims of entry issues at the venue by communicating with buyers and sellers
• Investigate potential fraudulent sellers and determine if they should be cleared to continue to sell on our site.
• Process credits, penalties, and refunds pertaining to claims
• Analyze claims and fraud reports to identify trends to report to the operations and team

• Assist with processing merchant specific refunds, including but not limited to Affirm and PayPal
• Research and handle event cancellation requests to ensure they’re processed in a uniform manner

Team and Reporting

• Work closely with Risk Management to identify and act on ways to decrease claims and fraudulent activity on our site
• Work with the operations and broker team on specific claims
• Report directly to the Risk Manager

Requirements

• Must be located in New York, New Jersey, North Carolina, Tennessee, Texas, or Oregon

• Bachelor’s degree or higher
• 2+ years customer support experience, risk management or dispute resolution preferred
• Quick learner with an eye for detail
• Ability to work independently
• Excellent communication skills
• Ability to work with Zendesk, Looker, fraud detection tools
• Proficiency in Microsoft Office, particularly Excel
• Ability to analyze data and provide insight on trends
• Extremely organized with excellent time management
• Experience and comfort with conflict resolution

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan Contribution (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• $100 Monthly Stipend to Attend Live Events

The estimated pay range for this role, is $19-$23 per hour. Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company.

The range above is for the expectations as laid out in the job description, however we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.

Diversity at TickPick:

At TickPick, we know that diversity of all types, in an environment that pursues equity and inclusion, strengthens our organization's culture. When our employees are representative of the communities we serve, with diversity in demographics and a broad set of backgrounds, we provide a superior experience for both our customers and our employees. Fostering an open and supportive environment where our employees are empowered and encouraged to bring their whole selves to the table enables TickPick to thrive. The diverse approaches and collaborative problem solving that result enable us to provide an innovative, nimble, and creative marketplace for our customers and sellers. This belief is central to who we are and what we do, and we are proud of it.

TickPick, LLC is proud to be an equal opportunity employer open to all qualified candidates regardless of race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, citizenship status, military status, protected veteran status or any other category protected by law.