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Job Description
Job Summary: Investigate and mitigate risks to users and the platform, working closely with stakeholders to improve models and analyze online patterns and trends.
This role requires working Tuesday to Saturday/Sunday to Thursday shifts. You will be part of the Operations Investigations Job Family, responsible for ensuring daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks.
Responsibilities
- Support the Trust team in maintaining tickets and queues within service level agreements
- Educate users on security and safety best practices while using Airbnb responsibly
- Investigate complex situations and potential fraud surfaced in escalations
- Understand risk systems and investigate account patterns
- Maintain confidentiality while performing investigations
- Comprehensively document investigations
- Develop and maintain a comprehensive understanding of online fraud
- Demonstrate great judgment and share knowledge with others
Requirements
- Familiarity with Google Suite: mail, docs, sheets, and slides
- Experience with customer ticketing systems
Qualifications
- 1-2 years of experience in risk management, fraud prevention, or Trust and Safety
- Availability for a regular schedule of 5 days work per week (40 hours), including weekend days and public holidays
- Excellent interpersonal and communication skills, both written and verbal
- Ability to balance fraud prevention with a positive customer experience
- Excellent problem-solving, critical thinking, analytical, and organizational skills
- Strong investigative ability, internet research, and analytical skills
- Ability to multitask, learn, and adapt to new technologies
- Ability to remain calm in time-sensitive situations
- Detail-oriented and thorough in investigations
- Fluency in another language is a plus
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.