Associate – Trust & Safety

Associate – Trust & Safety

Requirements

• BA/BS in a relevant field or commensurate years of experience.
• 3-4 years of financial Risk, Fraud, or Compliance Customer Support and investigations.
• Great verbal, written and communication skills.
• Ability to think on your feet and maintain composure in difficult and complex situations.
• Comfortable with making decisions in ambiguity.
• Roll-up-the-sleeves, no-task-is-too-small-attitude – willingness to do what’s necessary to ensure the safety of our customers.
• A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions.

Responsibilities

• Respond to risk-related customer issues of varying levels of complexity, primarily via email.
• Investigate and review suspicious customers’ activities, and escalate to appropriate teams when necessary.
• Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud.
• Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement.
• Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program.
• Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements.
• Directly participate in and provide necessary support for special projects and initiatives as assigned.

Preferred Qualifications

• Familiarity or experience with relational databases and Business Intelligence tools (e.g. Tableau, Looker etc.) is a huge plus.
• Familiarity with database querying languages such as SQL.
• UK, Europe, India, and other region-specific fraud knowledge is a plus.
• This role may require an on-call rotation.