Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Fraud and Safety Investigations Specialist/Trust specialist, as part of the Fraud and Safety Operations PIO (Platform Integrity Operations) organization , will be responsible for reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online /offline risks and support enablement initiatives across Trust Operations.
The Community you will join:
You will work collaboratively with our offline team of 10+ specialists and senior specialists as well as cross-functional teams. The Trust/Fraud and Safety organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.
The Difference You Will Make:
- As an Operations Investigation Specialist, you’ll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion. You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience.
- You use logic, gather data and analyze data to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams.
- You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment.
- You set the highest standards of quality for your work, and hold yourself and others accountable.
- You are able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.
- You will Lead project and pilots that supports company launches/initiatives and effectively collaborates with cross functional stakeholders
A Typical Day:
- Investigating and Solving cases with 100% adherence to the workflows/policies.
- Making accurate and timely decisions in your reviews.
- Identify and propose solutions to issues, trends, and product changes that have an impact on collections.
- Working with the Cross Functional team to drive solutions and improvements.
- Meeting daily targets on core metrics in terms of Productivity, Quality and Efficiency.
- Solve escalated problems which require considerable judgment.
- Setting highest standards of quality for your work, and hold yourself and others accountable.
- Act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.
- Attending team meetings, and training as required.
- Collaborating with internal and cross-functional teams.
Your Expertise:
- 2-3 years of experience within risk management, fraud prevention, or Fraud and Safety.
- Excellent interpersonal and communication skills, both written and verbal.
- Solution and outcome-oriented
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities.
- 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.
- Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis.
- Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud.
- Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
- Familiarity with the Google suite: mail, docs, sheets, and slides.
- Availability 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/night or early morning hours.
Preferred experience
- Fluency in another language other than English will be a plus.
- Knowledge of SQL will be an advantage
- Experience of working as a Subject Matter Expert with cross functional and cross regional working groups.
Our Commitment To Inclusion & Belonging:
We are committed to fostering an inclusive and diverse environment. We believe that unique perspectives drive innovation and creativity. All qualified individuals are encouraged to apply and join our mission to deliver exceptional quality and service.