Trust And Safety Associate

Summary

Join Gemini's Trust & Safety team as a Fraud Associate and contribute to preventing fraud on the Gemini platform. You will investigate and resolve fraud and abuse cases, working directly with customers to ensure a secure and seamless experience. Responsibilities include responding to customer issues, investigating suspicious activities, identifying fraud trends, and suggesting improvements to policies and processes. The role requires experience in financial risk, fraud, or compliance customer support and investigations. Gemini offers a competitive compensation and benefits package, including a discretionary annual bonus, long-term incentives, comprehensive health plans, 401k matching, paid parental leave, and flexible time off. The company embraces a hybrid work policy for employees near its NYC and Seattle offices, while offering a remote-first option for others.

Requirements

• BA/BS in relevant field or commensurate years of experience
• 1-3 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
• Cross-functional collaboration: 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

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
• In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle