We believe people are fundamentally good. We also believe people deserve peace of mind. In order to achieve that, Airbnb is creating a cross-functional task-force to provide the support necessary to make our community safer. This is an opportunity to join a fast growing team with a tremendous purpose of making Airbnb the most trusted hospitality company on the planet, and beyond.
As a fraud specialist you will be working alongside with the Community Defense team, country teams and cross functional partners like Legal, Public Policy. We work proactively to identify and analyse threats to our platform as well as working with external vendors to mitigate losses.
The ideal candidate for this role would possess a passion for problem-solving, comfortable with ambiguity and the ability to work in a collaborative environment.
Key responsibilities: - Maintaining Subject Matter Expertise of your respective; Specialization to successfully complete core work and escalations;
- Educating users on how to maintain security and safety while using Airbnb responsibly;
- Investigating complex situations and potential fraud surfaced in high volume queues;
- Working 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;
- Understanding our risk systems and investigate account patterns;
- Escalating to the Product Support Job Family, when trends or product vulnerabilities have been identified;
- Maintaining high levels of confidentiality while performing investigations;
- Investigating document comprehensively;
- Developing and maintaining a comprehensive understanding of the purpose of your specialisation;
- Working with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task;
- Demonstrating great judgement and be open to sharing what you know with others.
Skills and Competencies - Meticulous and detail oriented
- Ability to learn and adapt to new technologies
- Solid judgment and a strong moral compass
- Data driven, and ability to see patterns within data
- Excellent problem solving, critical thinking and customer service skills
- Idea-driven, confident and articulate - ready to make a meaningful contribution to the team from day one
- Able to work and self-organise with rapidly changing priorities
- Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays. Shifts may include evening or early morning hours
Key requirements - 1-2 years of applicable experience, preferably in e-commerce, fraud or risk investigations, and/or crisis management
- Bachelors Degree or equivalent
- Understanding of online payments and risk management in e-commerce strongly preferred
- Effectively bilingual in English and Mandarin, to support China Risk matters.
