Trust and Safety Agent, Fraud Operations

Job Description

Who we are: Want to make an impact? Join our pack and come work (and play!) with us. We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them. Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees. Rover’s Account Safety Team is responsible for protecting Rover's reputation by investigating, mitigating and monitoring fraud trends while protecting our customer and business from fraudulent financial losses. You’ll be investigating potential fraud in high volume queues that train our automated detection and drive scaleable proactive detection on our platform. The output of your work solidifies our Trust and Safety infrastructure and makes our platform safer for pet parents and sitters alike. Who we're looking for: You'll succeed in this role if you have a passion for details and spotting trends, thrive in a high tempo team environment, have a passion for protecting folks from fraud, and have a drive for getting the right solutions for both the customer and the company. You must be impartial, show a high degree of autonomy, and be able to resolve issues requiring analysis of human behavior. Your ability to identify between what is critical and what is secondary will aid you in being effective in this role. You are able to effectively summarize and communicate investigation results, findings, and insights to present to leaders and stakeholders.

To be eligible for this role, you must:

• Be available to work a regular schedule including some holidays, and at least one weekend day per week
• Be available to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI.
• Have access to high speed internet with a consistent 25 Mbps download and 11 Mbps upload speeds. For optimal connections, a connection speed of 100 Mbps is preferred.

Responsibilities:

• Actively analyze patterns of fraudulent transactions and abusive conduct in a timely manner to protect the integrity of the platform.
• Identify vulnerabilities and how they are being used to abuse the platform.
• Collaborate with Legal, Public Affairs, and other cross-functional teams (when needed) to investigate and respond to regulatory inquiries on fraud and (or) abuse-related activities.
• Actively investigate and analyze patterns of fraudulent transactions and abusive conduct in a timely manner to protect the integrity of the platform
• Identify patterns of abuse, and perform root cause analysis to determine the specific methods and motive of exploitation
• Provide investigation insights to customer facing teams, and support de-escalation of customer feedback
• Responsible to triage, manage, and resolve any fraud or safety related incidents
• Review flagged content and messages for terms of service violations including phishing, harassment, fraudulent intent, etc.
• Review chargeback reports for appeal consideration and/or acceptance
• Professionally review sensitive customer data including background checks to assess fit for platform
• Manage and action appeal requests for deactivated accounts
• Perform other ad-hoc tasks related to fraud operations

Your Qualifications:

• 3+ years of experience in Fraud, Trust and Safety operations or Cybercrime
• Must be available to work a regular schedule including some holidays, and at least one weekend day per week
• High school diploma or equivalent

Preferred Qualifications:

• Bachelor’s Degree in a related field
• Used Rover as an owner or a sitter
• 2+ years in a customer facing support role
• Experience writing SQL queries
• CFE Certification
• 1+ years of experience in Content Moderation
• Two-sided marketplace experience
• Understanding of payments process, cybercrime, and fraud technique

Benefits of working at Rover.com

• Competitive compensation
• 401k
• 4 weeks of PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Regular team activities performed in-person and virtually

Compensation:

• In Washington State outside of the greater Seattle area the hourly rate range is $22.96 - $26.41. Additionally, Rover offers benefits to full-time employees.
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Apply for this job