Loss Prevention Agent

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. ·        Data Documentation & Reporting ·        Document all work performed in the assigned company systems or Microsoft tools (Excel, Word, PowerPoint). ·        Analyze data and reports to identify patterns or root causes of loss, providing regular feedback to the management team. ·        Collaboration & Communication ·        Work closely with other departments, including the Escalations team, to ensure compliance with security protocols during peak seasons and blackout dates. ·        Maintain open communication with management, reporting any concerns about security, unusual behavior, or discrepancies. ·        Adaptability & Teamwork ·        Adapt to flexible working hours, including potential shifts on Sundays and night hours (00:00 - 23:59 hrs). ·        Collaborate effectively with team members and management, demonstrating a low need for supervision while maintaining high productivity. ·        Key Performance Indicators (KPIs) ·        Maintain an AT productivity rate equal to or above 90%. ·        Keep the chargeback rate at or below the designated thresholds for each brand. ·        Ensure compliance with security standards and company policies across all order reviews.   ·        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 the ability to detect unusual behavior or discrepancies. ·        Excellent communication skills, with 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.   ·        SEASONAL agreement for peak season. (3 months) ·        Full time $25,000 mxn pesos gross, monthly ·        $5,000 MXN Seasonal Bonus***** ·        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 ·        Only for CDMX and Edo. de Mex.   *This benefit applies only upon completion of the seasonal contract.