Job Description
**Risk and Fraud Investigation Specialist** A highly skilled professional is sought to investigate complex situations and potential brand risks, working closely with product stakeholders and shared services teams to improve models and identify trends. **Job Responsibilities:** * Work with the team to ensure daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users. * Analyze patterns and trends, and educate users on how to maintain security and safety while using the system responsibly. * Investigate complex situations and potential brand risks surfaced in high volume queues. * Work with operational lead to support cross-functional groups to develop and enhance internal policies and tools. * Understand our risk systems and investigate account patterns. * Identify and escalate trends and product vulnerabilities to stakeholders. * Maintain high levels of confidentiality while performing investigations. * Comprehensively document investigations. * Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations. * Work with external Product vendors to enhance proactive and reactive risk detection. **Requirements:** * 1-2 years of experience within risk management, fraud prevention, or Trust and Safety. * Familiarity with the Google suite: mail, docs, sheets, and slides. * Mac OS experience with customer ticketing systems. * Excellent interpersonal and communication skills, both written and verbal. * Ability to balance fraud prevention alongside a positive customer experience. * Excellent problem solving, critical thinking and analytical skills, with an ability to organize and work independently with rapidly changing priorities. * Strong investigative ability, due diligence, internet research, organizational, and analytical skills. * Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors. * Ability to multitask, learn and adapt to new technologies. * Ability to remain calm in time-sensitive situations, prioritize and respond to user and cross-functional team needs. * Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users. * SQL, JSON, or equivalent experience with other coding languages is a plus. * Fluency in another language is a plus. **Working Conditions:** * Must be available for a regular schedule of 5 days work per week (40 hours), which may include weekend days and public holidays. * Shifts may include evening or early morning hours.