Operations Investigations Specialist

San Francisco, CA

12 Months

Duties and Responsibilities:

Maintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations

Educate users on how to maintain security and safety while using XXXX responsibly

Investigate complex situations and potential fraud surfaced in high volume queues

Work with Operational Lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes

Understand our risk systems and investigate account patterns

When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family

Maintain high levels of confidentiality while performing investigations

Comprehensively document investigations

Develop and maintain a comprehensive understanding of the purpose of your Specialization

Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.

Demonstrate great judgment and be open to sharing what you know with others.

Skills:

2-3 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

Shift will be either Tues-Sat or Sun-Thurs

Excellent interpersonal and communication skills, both written and verbal, to help our 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

Solution and outcome-oriented

Strong investigative ability, internet research, organizational, and analytical skills.

Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.

Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies

Ability to remain calm in time sensitive situations; able to 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,

Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation

Strong communication skills, both written and spoken, self-motivated and results-oriented

Detail oriented: you do your due diligence when completing an investigation

Ability to learn and adapt to new technologies. Able to work and self-organize with rapidly changing priorities

SQL, JSON, or equivalent experience with other coding languages is a plus

Experience with Tableau, Looker, Jira, and Asana is also a plus

Ability to analyze data for patterns and draw conclusions and suggestions

Fluency in another language is a plus

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.