Blink Loss Prevention Agent, Blink Loss Prevention Team

Blink's Loss Prevention (LP) Team manages escalations that require exceptional care and attention. In this role, youll work alongside Security Operations and Legal teams to resolve complex loss prevention concerns and restore customer confidence. Were seeking professionals who excel at making sound decisions under pressure while maintaining strict adherence to security protocols. The ideal candidate combines strong judgment with the ability to manage multiple priorities in a fast-paced environment. Your primary focus will be to reduce fraudulent activity by conducting reviews including, but not limited to: third-party replacements, product not received, theft claims, and bad actor accounts/activities. Your focus also includes de-escalating sensitive situations and delivering thoughtful solutions that protect both our customers and company interests. Success in this position requires careful attention to detail, outstanding customer service skills, and the ability to maintain absolute professionalism when handling confidential matters.

Key job responsibilities

• Monitor and review customer communications and interactions with Customer Service teams
• Conduct in-depth investigations related to fraud, including reviewing and processing claims
• Identify, document, and escalate suspected fraudulent activity
• Collaborate with team members in a remote environment and partner with internal teams to evaluate and improve processes
• Contribute to a positive, customer-focused culture that ensures exceptional customer experiences

A day in the life

• Coordinate with Legal and Security Operations teams to manage time-sensitive fraud and risk escalations
• Identify operational inefficiencies and recommend practical, scalable solutions
• Contribute to continuous process improvement initiatives across fraud prevention and customer support workflows
• Support team members in resolving complex customer concerns

About the team

The Loss Prevention (LP) Team is the centralized escalation intake for investigating CS related fraud and risk matters within our organization. We conduct holistic investigations, perform root cause analysis of escalation drivers, and pursue initiatives across global program teams to prevent future incidents related to the same root cause gap. We bring unique perspectives by applying front-line anecdotal learnings from escalations to programs across the organization. We also handle urgent issues (executive escalations, public relations, legal, etc.), quickly diagnose and mitigate risk, and close the loop on the root cause identified.- 1+ years of customer service experience

• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience with Microsoft Office products and applications
• Must be current Blink Employee
• Demonstrated expertise in Blink company products and services with extensive experience in fraud and risk detection, including management of complex fraud-related escalations