HomeAway is hiring a

NA Trust & Security Representative

Austin, United States
Trust & Security Representative

HomeAway’s Trust & Security Department operates within our Global Customer Experience Department. Our mission is to delight our customers (travelers, owners and property managers) by creating a trustworthy marketplace, providing world-class support and relentlessly advocating for customer needs.

Responsibilities (not limited to):
 - Respond to Trust & Security related emails, phone calls and other requests within defined service levels
 - Review new and existing advertisements for suspicious, substandard or other outlier attributes
 - Review and process fraud alerts within defined service levels
 - Effectively identify outlier behavior and incidents by performing relevant researches and analysis using Trust and Security tools
 - Report incidents to Trust & Security Management in accordance with our policy
 - Suggest new or enhanced policy and procedures which enhance effectiveness of teams and reduce risk levels
 - Review and understand detailed documentation on all policies and procedures
 - Become professional user of all Trust & Security systems including but not limited to our internal fraud detection system
 - Provide regular feedback to Global Trust & Security Management team relating to bugs, issues and feature enhancements

Candidate Profile:
- Strong verbal and written communication skills
- A passion for quality and consistency
- The ability to professionally handle customer escalations
- Strong attention to detail
- The ability to complete thorough research in a timely manner
- The flexibility to refocus energy and multi-task as priorities require
- A commitment to creating/maintaining a fair and honest marketplace and ensuring truth in advertising

- 4 Year College Degree or 4 Year On the Job Equivalent
- 2 years of experience in Customer Support, Risk Management or Fraud Investigation
- 1 year minimum investigative experience or 4-year degree in Criminal Justice, Fraud Management or related field-Self-starter, must be able to work with minimum supervision
- Business support software application experience such as MS Office (Word, Excel, Visio, PowerPoint)
- Multi-lingual a plus
- Excellent verbal and written communication skills
- Must work well with others and be comfortable working on a global team

- Varies Department Hours 7am-7pm Sunday-Saturday

- Great Medical & Dental Plans
- Highly Competitive salary
- Target annual bonus
- Company stock (RSUs)
- Employee Stock Purchase Plan
- 4 weeks paid vacation
- Free vacation rental on a yearly basis (taxable benefit)
- Ability to work up to two weeks in any of our offices around the world on a yearly basis
- Free drinks & snacks
- Weekly company update talks with our leadership team
- Free listing on HomeAway.com
- Electric adjustable stand up desk
- Casual dress code 

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