Description:
As an Operations & Investigations Specialist you will be responsible for working with the team to ensure that daily service level agreements are met in responding to user tickets and reviewing users and activities to prevent fraud and eliminate risk.
You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve the company's models as well as focusing on analysing patterns and trends.
Responsibilities
- To support Trust team in making sure tickets and queues are within service level agreement.
- Educate users on how to maintain security and safety.
- Investigate complex situations and potential fraud surfaced in escalations.
- Understand our risk systems and investigate account patterns.
- Maintain high levels of confidentiality while performing investigations.
- Comprehensively document investigations.
- Develop and maintain a comprehensive understanding of online fraud.
- Demonstrate great judgment and be open to sharing what you know with others.
Qualifications
- 1-2 years of experience within risk management, fraud prevention, or Trust and Safety.
- Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
- Excellent interpersonal and communication skills, both written and verbal, to help the community in a tactful and diplomatic manner.
- Ability to balance fraud prevention alongside a positive customer experience.
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
- Strong investigative ability, internet research, organizational, and analytical skills.
- Ability to multitask, learn and adapt to new technologies.
- Ability to remain calm in time sensitive situations
- Detail oriented: you do your due diligence when completing an investigation
- Fluency in another language is a plus.