Loss Preventation Specialist (5)

Job Title: Loss Prevention Specialist

At Johnny Was, our mission is to inspire free-spirited optimism through beauty, authenticity, comfort and artistic expression. California Dreaming – the ultimate destination for those who love California and the relaxed modern bohemian lifestyle it embodies.

The Loss Prevention Specialist will be responsible for enhancing the online experience for our customers and protecting the company brand image by identifying, investigating, and minimizing e-Commerce and Retail fraud losses. In addition, the Loss Prevention Specialist will be responsible for validating customer order information, actioning timely responses to chargebacks, providing appropriate documentation to maximize recovery of funds for Johnny Was and supporting Department Leadership in mitigating loss using preventative initiatives. This position is a remote position.

Position Overview:

• Review and validate eCommerce orders and customer payment details to ensure compliance with fraud prevention guidelines, service levels (SLAs), and performance targets (KPIs).
• Assist in the development and rollout of a Customer Behavior Program aimed at improving fraud detection and customer insights.
• Monitor the website and third-party platforms to identify and report unauthorized sales, non-compliant activity, or counterfeit products; support the enforcement process as needed.
• Respond to eCommerce and retail chargeback disputes, using available tools and documentation to address different dispute reason codes and help recover revenue.
• Carry out daily fraud prevention tasks using internal fraud detection systems; review flagged transactions and take appropriate actions in a timely manner.
• Provide support to department leadership and customer service teams by helping troubleshoot payment issues and escalate when necessary.
• Collect, research, and analyze transactional and behavioral data to support fraud investigations and trend identification.
• Support the delivery of fraud operations initiatives, including ad hoc anti-fraud tasks and project-based assignments across the department.
• Participate in team meetings, training sessions, or task forces focused on improving processes or updating procedures.
• Help identify areas for improvement in day-to-day workflows and share ideas with supervisors for review.
• Stay informed on financial fraud trends, basic compliance regulations, and internal policy updates to support risk awareness in daily work.
• Understand and effectively utilize and operate all tools and technological applications related to the role.
• Serve as a subject matter expert (SME) on JohnnyWas.com policies, terms, and conditions, providing guidance across departments.
• Build and maintain collaborative relationships with internal teams by promoting empathy, mutual respect, and effective teamwork.
• Perform other duties as assigned, contributing to team goals and adapting to changing business needs.

Position Dimensions:

Scope, Complexity and Autonomy

• Has developed specialized skills or is multi-skilled through job-related training and on-the-job experience
• Works autonomously within established procedures, processes and practices
• Completes work with a limited degree of supervision
• May serve as a resource to others in the resolution of problems, tasks or issues

Decision-Making Authority and Judgment

• Exercises judgment within defined guidelines and practices to determine appropriate action
• Decisions are guided by policies, procedures and the business plan; receives guidance and oversight from manager.

Supervision Received

Loss Prevention Manager

Supervision Exercised

Responsible solely for individual work as part of a department.

Principal Relationships/Key Contacts

• Customer Experience Operations
• E-commerce
• Customer Service
• Returns

Position Specifications:

Education and Certifications

High School Graduate or equivalent work experience. College education strongly preferred

Experience and Skills

Generally, 3+ years relevant experience

Deep knowledge of current B2C fraud trends and solutions available in the marketplace

Experience handling fraud detection and loss prevention required, additional experience in luxury retail preferred

Microsoft Suite/Excel proficiency required (e.g., VLOOKUP, pivot tables, data sorting/filtering)

Experience with e-commerce or start up environment strongly preferred

Prior experience working within payment processors a plus but not required

Competencies

Exceptional communication; verbal, written and interpersonal skills

Critical thinker, self-starter with great attitude

Demonstrates superior time management and organizational skills including sensitivity to urgent matters

Possesses adaptability, resourcefulness, ability to navigate varying request and stress tolerance

Strong quantitative know-how, attention to detail, and can be relied upon to provide thorough, well-reasoned, and accurate results and analysis.

Flexible schedule; some weekends and major holidays

Pay is based on multiple factors, such as qualifications/skills/experience, geography, and state and local wage laws. In addition, bonus and/or commission and benefits including healthcare, retirement savings, paid time off/vacation, and product discounts may be offered.

Range for the position is $26 - $36 / hour

All qualified applicants with criminal histories will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Change Act.

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