Senior Trust & Safety Investigator

About the Role

As a Sr. Investigator for our Trust and Safety Investigations Team (based out of Phoenix -- 201 E. Washington St), you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy, and timely case resolution. Investigators will work closely with our top internal customers - Communications, Trust & Safety, Insurance, and Legal - to coordinate and facilitate case resolution according to support logic for high-severity incidents while balancing external customer service, communications, expectations, and demands.

What the Candidate Will Do

• Handle a high-volume caseload of urgent and critical incident types
• Providing thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
• Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high-severity safety concerns
• Learn and master multiple knowledge base and contact management systems
• Contacting, interviewing, and obtaining statements from reporting parties, witnesses, and accused parties to secure vital information.
• Act with a sense of urgency to ensure the complete, accurate, and timely completion of your caseload within strict service level and quality agreements
• Utilize emotional self-regulation with empathy in all communications

• Minimum 6 months of urgent customer service experience interviewing parties to an incident in-person or over the phone (2 years customer service experience)

• AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
• Investigations experience in Law Enforcement, Claims Liability, or HR
• Experience in Crisis Management and/or Sensitivity Training, empathetic communicator
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high-severity safety concerns
• Experience interviewing both parties to an incident, either in-person or over the phone
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Commitment to excellence in behavior, performance, and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Ability to adjust and adapt in a dynamic work environment
• Strong written and verbal communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences
• Proven computer and time management skills
• Willingness to work weekends, holidays, and outside a standard 8 to 5 shift