Job Description

Trust and Safety Investigator

Location US-AZ-Tucson | US-NV-Reno | US-CA-San Diego | US-AZ-Arizona ID 2020-13819 Category Customer Service & Support

Overview

Join the Intuit Customer Success Account Protection Team as a Trust and Safety Investigator supporting the development of cutting edge Security and Financial Fraud prevention services! Our Investigators define the customer account protection experience across delivery channels where there are elements of risk present (account log in, account information change, account permission change, etc.,), process high risk functions where there is currently no automation or in-product mechanism for a customer to self-serve, and support escalation or investigation research in instances where a Customer Success security breakdown has occurred. Trust and Safety Investigators work in partnership with Customer Success Experience Delivery, Intuit Information Security (IIS), Fraud Investigation, Product Management, Privacy, Legal, Office of the President (OOP) and Marketing to support the integration of protection in new offering design and with the relevant operations groups to optimize existing processes.

Trust and Safety Investigators are part of a cross-organizational Intuit team that supports the end to end experience. They use technical know-how and excellent problem-solving skills to build and maintain our customer's trust in Intuit products and services. They focus on the quality of the customer experience, the mitigation of risk and the return on investment of proposed changes.

If you have a commitment to excellence, a desire to delight customers and want to be a member of a spirited team, read on!

Responsibilities

• Conduct review/research of high risk processes in the form of cases or escalations
• Work on problems where analysis of situations or data requires a review of a variety of factors
• Collaborate across teams to identify, research, and recommend solutions to investigative matters
• Interprets and responds to data and makes recommendations for improvements
• Often exercises judgment within defined procedures and practices to determine appropriate action
• Recommend actions and process changes to drive solutions that align with the One Intuit Ecosystem
• Conduct root cause analysis and investigations in response to escalations and incidents
• Be able to break down complex issues into clear action items
• Constantly strive for process improvement whilst keeping the customer at the forefront of your mind
• Support the development and improvement of internal tools by providing operational insights and subject matter expertise.
• Ability to recognize and escalate matters appropriately when faced with progress blockers
• Ability to prioritize and focus on the work that contributes the most to accomplishing Intuit’s Big Bets

Qualifications

Qualifications

• 3+ years of experience in a security, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving the investigation of financial crime
• 4+ years operational leadership experience
• BA/BS degree preferred
• Ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
• Demonstrated technical aptitude & skills
• Strong business and financial acumen.
• Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
• Excellent written and verbal communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
• Strong presentation and influencing skills to lead change with technical and non-technical teams
• Proven ability to use MS Office applications, Google Docs, Salesforce, and Quickbase
• Experience with Access, Text Analytics and Business Objects or similar reporting tools a plus
• Customer-focused, with a passion for delivering the best possible customer experience
• Commitment to operational excellence and ongoing personal growth.
• Results oriented, while respecting people and maintaining integrity without compromise
• Change agent and a facilitative team leader with a strong desire to achieve results
• Ability to manage multiple priorities within a fast paced environment

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