Senior Associate, Trust and Safety

Summary

Join Gemini's Trust & Safety team as a Senior Associate and contribute to preventing fraud on the platform. Investigate and resolve fraud and abuse cases, working directly with customers on issues like scams, ATOs, and transaction errors. Identify fraud trends, suggest policy changes, and collaborate with cross-functional teams. This role requires in-person presence twice a week in Seattle, WA, New York City, NY, or Miami, FL. Leverage expert business knowledge to improve processes and strategies. Prepare ad-hoc reports on suspicious activities. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to customer safety.

Requirements

• BA/BS in relevant field or commensurate years of experience
• 3-5 years of financial Risk, Fraud, or Compliance Customer Support and investigations
• Great verbal, written and communication skills
• Ability to think on your feet and maintain composure in difficult and complex situations
• Comfortable with making decisions in ambiguity
• Roll-up-the-sleeves, no-task-is-too-small-attitude - willingness to do what’s necessary to ensure the safety of our customers
• A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions

Responsibilities

• Respond to risk-related customer issues of varying levels of complexity, primarily via email
• Investigate and review suspicious customers’ activities, and escalate to appropriate teams when necessary
• Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud
• Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement
• Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program
• Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements
• Directly participate in and provide necessary support for special projects and initiatives as assigned

Preferred Qualifications

• Familiarity or experience with relational databases and Business Intelligence tools (e.g. Tableau, Looker etc.) is a huge plus
• Familiarity with database querying languages such as SQL
• UK, Europe, India, and other region-specific fraud knowledge is a plus
• This role may require an on-call rotation

Benefits

• Competitive starting salary
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off