Operations Investigation Specialist

Salt is hiring an ‘Operations Investigation Specialist’ responsible for ensuring that daily service level agreements are met in responding to user tickets and reviewing users or risks to our users on the platform. You will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analysing online patterns and trends.

Key Responsibilities:

· Maintain Subject Matter Expertise of User Knowledge Operations to successfully complete core work and escalations

· Investigate complex situations and potential brand risks surfaced in high volume queues

· Work 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

· Understand our risk systems and investigate account patterns

· Identify and escalate trends and product vulnerabilities to stakeholders

· Maintain high levels of confidentiality while performing investigations

· Comprehensively document investigations

· Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.

· Develop and maintain a comprehensive understanding of the purpose of User Knowledge Operations

Minimum Requirements:

· 1-2 years of experience within risk management, fraud prevention, or Trust and Safety

· Excellent interpersonal and communication skills, both written and verbal and an Ability to balance fraud prevention alongside a positive customer experience.

· Excellent problem solving, critical thinking and analytical skills, with an ability to organize and work independently with rapidly changing priorities

· Self-motivated and detail oriented, with a focus on solutions and outcomes

· Strong investigative ability, due diligence, internet research, organizational, and analytical skills.

· Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.

· Ability to remain calm in time sensitive situations, prioritize and respond to user and cross-­functional team needs.

· Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users

· Ability to analyze data for patterns and draw conclusions and suggestions

· SQL, JSON, or equivalent experience with other coding languages is a plus

· Fluency in another language is a plus

Manage your job search in the right direction by applying via the links below. Alternatively, you can reach out on nagarwal@welovesalt.com for more details.(CEI No: R1223390 | License No: 07C3147)

Salt is acting as an Employment Business in relation to this vacancy.