Trust Operations Specialist

The Fraud and Safety Investigations Specialist/Trust specialist, as part of the Fraud and Safety Operations PIO (Platform Integrity Operations) organization , will be responsible for  reviewing users or reservations for risks to our users or the Airbnb platform. Work on complex cases, build subject matter expertise around online / offline risks and support enablement initiatives across Trust Operations.

The Community you will join:

You will work collaboratively with our offline team of 10+ specialists and senior specialists as well as cross-functional teams. The Trust/Fraud and Safety organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Difference You Will Make:

• As an Operations Investigation Specialist, you’ll drive towards mastery in your role, challenge the status quo, be accountable and share your opinion.
• You think about the community, participate in Airbnb wide initiatives on how we can improve our product, services and user experience.
• You use logic, gather data and analyze data to propose effective solutions to a variety of problems.
• You dig deeper and utilize all available resources to reach the best possible solution.
• You exchange complex information and ideas effectively, able to use tact and diplomacy when dealing with your own and other teams.
• You come from an Online/Offline Risk background. Able to solve new or escalated problems which require considerable judgment.
• You set the highest standards of quality for your work, and hold yourself and others accountable. 
• You are able to act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.

A Typical Day:

• Investigating and Solving cases with 100% adherence to the workflows/policies
• Making accurate and timely decisions in your reviews
• Identify and propose solutions to issues, trends, and product changes that have an impact on collections.
• Working with Cross Functional team to drive solutions and improvements
• Meeting daily targets on core metrics in terms of Productivity, Quality and Efficiency
• Solve escalated problems which require considerable judgment.
• Setting highest standards of quality for your work, and hold yourself and others accountable. 
• Act as a subject matter expert and provide inputs on how we can enhance internal policies, tools and workflows.
• Attending team meetings, and trainings as required
• Collaborating with internal and cross-functional teams

Your Expertise:

• 1-2  years of experience within risk management, fraud prevention, or Trust and Safety
• Excellent interpersonal and communication skills, both written and verbal. 
• Solution and outcome-oriented
• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities. 
• Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
• Ability to detect vulnerabilities in existing and new products or features, making suggestions to improve it through data gathering and analysis.
• Ability to anticipate the ever-evolving fraudulent behaviors through data monitoring and analysis. Follow up with Product and cross functional teams to take pre-emptive actions to prevent fraud.
• Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
• Familiarity with the Google suite: mail, docs, sheets, and slides.
• Availability for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours. 

           Preferred experience

• • Fluency in another language other than English will be a plus.
  • Experience of working as a Subject Matter Expert with cross functional and cross regional working group. 

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.