Bilingual Seasonal Loss Prevention Agent
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Job Description
Seasonal bilingual Loss Prevention Agent reviewing orders, detecting fraud, and managing chargebacks for Sur La Table. Remote Mexico role serving CSC Generation’s retail brands.
Responsibilities:
- Review orders across multiple brands to identify suspicious activity and potential fraud
- Decide whether to accept or decline orders based on data analysis and internal guidelines
- Conduct outbound calls and emails to verify order details and prevent chargebacks
- Maintain a productivity rate (AT) of 90% or higher
- Manage and reduce chargebacks according to brand-specific goals
- Monitor chargeback data, identify trends, and take proactive measures to reduce chargebacks
- Document work in assigned company systems and Microsoft tools
- Analyze data and reports to identify patterns or root causes of loss
- Provide regular feedback to management
- Collaborate with the Escalations team and other departments to ensure security protocol compliance
- Report security concerns, unusual behavior, or discrepancies to management
- Adapt to flexible working hours, including potential Sunday and night shifts (00:00-23:59 hrs)
- Collaborate with team members and management while maintaining high productivity and low supervision needs
- Ensure compliance with security standards and company policies across order reviews
Requirements:
- High school diploma or equivalent (Bachelor's degree preferred)
- 1-2 years of experience in loss prevention, fraud detection, or a related field, preferably in a retail or call center environment
- Strong attention to detail and ability to detect unusual behavior or discrepancies
- Excellent communication skills
- Bilingual proficiency in English and Spanish
- Proficient in Microsoft Office (Excel, Word, PowerPoint) and internal systems for documentation
- Strong problem-solving and analytical skills with a proactive approach to risk management
- Experience in chargeback management and reduction strategies
- Ability to work independently with minimal supervision
- Excellent teamwork and collaboration skills
- Ability to handle high-volume tasks efficiently, particularly during peak seasons
- Only for CDMX and Edo. de Mex.
Benefits:
- SEASONAL agreement for peak season (3 months)
- $5,000 MXN Seasonal Bonus upon completion of the seasonal contract
- Law benefits since day one
- Home office
- Full equipment provided
- 100% paid training
- 10-hour shift
- 1 hour Lunch
- 2 breaks of 15 minutes each
- Two days off
- Total Pass
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