Risk Investigator - US App

Our Mission

Mercari has sought to expand overseas from the outset. This led us to enter the US market in 2014, the year after Mercari’s founding. The US is home to people of diverse backgrounds, of many different races, nationalities, and religions. Laws and culture also differ from state to state. Growing our US service requires grappling with complex problems and issues. This is exactly why we think of the US as a microcosm for our future global expansion. It’s an extremely important country for us, where we cannot afford to fail. While this makes it much more difficult than our Japan-side operations, our US business contributes greatly to achieving Mercari’s mission, and we will continue to face the challenges of the US market going forward.

Our Culture

To achieve our mission at Mercari, our organization and each of our employees share the same values and perspectives. Our individual guidelines for action are defined by our three values: Go Bold, All for One, and Be a Pro. Our organization is also shaped by our four foundations: Sustainability, Diversity & Inclusion, Trust & Openness, and Well-being for Performance. Regardless of how big Mercari gets, the culture will remain essential to achieving our mission and something we want to preserve throughout our organization.

We invite you to read the “Mercari Culture Doc,” which summarizes the behaviors and mindset shared by Mercari and its employees. We continue to build an environment where all of our members of diverse backgrounds are accepted and recognized, and where they can thrive while holding dear Mercari’s culture.

Announcement about hiring limitations under Japan’s entry ban

Along with many other countries, Japan is expanding entry/visa restrictions in line with the Japanese government's decision to ban new entries on Nov 29, 2021. With this announcement we may be unable to continue the hiring process with every candidate at this time. Given the uncertainty of the situation, please kindly understand that we will be prioritizing local applicants (possessing valid working visas, etc.) and applicants overseas who already possess valid Japanese working visas or who have Japanese nationality to ensure a smooth hiring experience. We are of course maintaining open channels of communication regarding individual cases and will monitor the situation in order to adjust our policies as circumstances change.

Position Overview

• We’re looking for a Risk Investigator to join our US Risk team in Tokyo, Japan. The Risk team reports into Trust and Safety, and is responsible for keeping our platform safe from financial fraud and misuse. Our ideal candidate is someone who is comfortable with autonomy, and is responsible for a wide range of duties related to the investigation and elimination of online ecommerce fraud. They will have some experience in ecommerce payments, fraud prevention, and succeeding in a customer-driven workplace.
• You will be joining a group of professionals who collaborate effectively with internal teams on fraud and payments matters to ensure our customers and our marketplace are safe
  
  

Work Responsibilities

• Identify and act to prevent fraudulent behaviors by interpreting complex and sensitive data while meeting all departmental metrics and SLAs.
• Utilize a wide variety of internal and external systems and tools for gathering data and documenting incidents.
• Respond to fraud alerts and chargebacks from internal and external sources.
• Communicate findings, actions, and other information clearly in writing and in person as appropriate.
• Ensure that incidents which require regulatory filings are escalated to the appropriate department in a timely manner.
• Contact users in an effort to verify activity and mitigate loss and provide appropriate communication to them on our policies.
• Escalate high impact investigations and issues as necessary.
• Stay current on trends, investigative techniques, and industry efforts around fraud prevention.
• Propose system and process improvements to fight fraud and protect our customers.
• Provide courteous support for payment questions from customers via tickets in a timely manner per internal SLA.

Bold Challenges

• Along with our service growth, we have been effectively reviewing and investigating transactions and accounts to determine the risk of fraud. Our challenge is to be able to adapt to the ever-changing circumstances by conducting risk analysis and updating work streams in order to keep our marketplace safe.

• In this position, the candidate must stay current with fraud trends, accurately detect and stop fraud, and provide feedback on improvement of current processes and controls. They must be able to effectively communicate and maintain utmost maturity and discretion in interactions with our customers and business partners at all times. The Risk Investigator may be subject to material which some may consider offensive in performing the essential job duties of this position.

Required Experience

• Ability to make discretionary, timely decisions based on research
• Ability to maintain a high level of confidentiality
• Ability to work in shifts and work weekends/holidays as needed
• Customer support via phone or email communication experience required
• Excellent communication, verbal, and writing skills

Preferred Experience

• Knowledge of online payments, e-commerce fraud investigation, chargeback representation
• Familiarity with SQL, Looker, Google docs, spreadsheets
• Ability to multi-task and demonstrate excellent time-management skill
  
  

Screening Criteria

• Shared belief in Mercari’s mission and values
• Please provide your resume in English.
• We may conduct interviews in English.
• Hiring Process Overview (subject to change)
  • 1. Doc Screening
  • 2. Interviews (3-4 rounds. There are some cases you will meet a few members in 1 round)
  • 3. Background check
  • 4. Offer
  • 5. Hire
    *Check here for more details

Language Requirements

• English: Independent (CEFR - B2) required
• Japanese: Basic (CEFR - A2) optional
  * For details about CEFR, see here