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
Qualifications: - 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
Schedule: - Varies Department Hours 7am-7pm Sunday-Saturday
Benefits: - 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