Trust & Safety Specialist

Summary

Join Roadie, a UPS company, and become a member of the Trust & Safety team, working to identify and prevent fraudulent behavior on the platform. You will report to a Team Lead and use your problem-solving skills to investigate and resolve fraudulent issues. Leverage data to identify patterns and trends in fraudulent activity, and identify procedural gaps to improve team efficiency. Manage critical situations, adjudicate user reports, validate user identification, and adhere to legal and risk-related policies. Partner with stakeholders to implement fraud mitigation tactics and support change management efforts. Investigate sender Gig-related claims, research industry best practices, and reduce company losses by assessing liabilities. Partner with law enforcement as needed.

Requirements

• At least 1 year experience in Trust & Safety
• At least 1 year experience in a compliance or operations-related role
• Exceptional verbal and written communication skills, with an ability to empathize and establish trust
• Knack for problem solving using investigative and analytical skills
• Proficiency in Salesforce or other CRM systems
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed and complex procedural requirements
• Thrive in a fast-paced and agile environment, and navigate ambiguity with ease

Responsibilities

• Identify, thoroughly investigate, and resolve fraudulent-related issues on the Roadie platform
• Leverage data to identify patterns and trends in fraudulent activity
• Identify procedural gaps to develop efficiency and effectiveness within the team
• Manage critical and high-risk situations appropriately and with a sense of urgency
• Adjudicate user consumer reports while adhering to geographic compliance & regulations
• Validate the authenticity of user identification
• Adhere to legal and risk-related policies and procedures
• Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts
• Investigate, audit, and decision on sender Gig related claims
• Research industry standards and best practices to improve internal processes
• Reduce company losses by assessing internal and external liabilities
• Partner with law enforcement as needed when managing ongoing investigations

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore