Loss Mitigation Agent - Cancelled Orders & Denied Entries

Summary

Join Automatiq's Loss Mitigation team as a detail-oriented agent responsible for investigating order cancellations and denied entries. You will work to determine root causes, reconcile penalties with marketplaces and sellers, and ensure accurate record-keeping. Excellent communication and problem-solving skills are essential, as you'll interact with various stakeholders. The role requires proficiency in multiple systems and a strong work ethic. This is a remote position offering an hourly rate of $22-$23, plus an annual discretionary bonus. Automatiq is a product-led, high-growth software company with a remote-first culture.

Requirements

• Strong troubleshooting and problem-solving abilities, consistently driving issues to a successful resolution
• Able to perform detailed investigations of claims & determine outcomes using multitude of facts
• Excellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customers
• Strong team player with the flexibility to handle multiple responsibilities and adapt to changing team needs
• Able to work collaboratively with a team and independently with little to no supervision
• Strong work ethic
• Thrives in a fast paced remote work environment
• High level of organizational skills and attention to detail
• Comfortable with multiple systems including: Slack, Google Mail, Docs, Drive, Sheets, Microsoft Excel, Monday.com (KPI tracking system), Intercom (customer support ticketing system), and our internal systems, Sync & Lysted

Responsibilities

• Accurate logging of notifications of penalties from the marketplace and performing initial processes
• Follow steps to determine if potential penalty is an accurate assessment of the issue
• Gather necessary documentation or evidence (if applicable) in order to dispute the marketplace’s claim
• Communicate with the marketplaces & present the proof in defense of the seller
• Communicate with the customer/seller proactively in case any additional information is needed and provide updates accordingly
• Keep accurate & detailed notes on the status of the corresponding claim
• Collaborate with team members and/or other departments to determine the best solution for the claim in question
• Manage the respective Intercom team inbox for inquiries to the Loss Mitigation Department

Preferred Qualifications

Experience in the ticketing industry and a love for live events!

Benefits

• $22 - $23 an hour
• This role will also be eligible for an annual discretionary bonus
• Remote work