Operations Investigations Specialist – Offline Risk

ROLE:                               Operations Investigations Specialist – Offline Risk

LOCATION:                      Hanover Quay, Dublin

Barden are delighted to partner with a leading global online marketplace and hospitality service to support them with the appointment of a  ‘Operations Investigations Specialist – Offline Risk. This role will form an integral part of the ‘Operations Investigations’ team who are at the forefront of their “Trust & Defence” department of ensuring that daily service level agreements are met and work closely with product & shared services stakeholders internally.

This is a contract role, offering an excellent opportunity to accumulate valuable experience in a highly positive work environment. It will operate on a hybrid basis, the team comes into the Dublin City Centre office 1-2 days per week.

 ABOUT THE ROLE:

In the Operations Investigations Job Family, you will be responsible for working with your team to ensure that daily service level agreements are met in responding to user tickets and reviewing users or reservations for risks to our users or 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 patterns and trends. Your scope within the role is outlined below and your level is defined by the Companies Levels Framework.

 Responsibilities:

• To support Trust team in making sure tickets and queues are within service level agreement.
• Educate users on how to maintain security and safety while using the Platform responsibly.
• Investigate complex situations and potential fraud surfaced in escalations.
• Understand our risk systems and investigate account patterns.
• Maintain high levels of confidentiality while performing investigations.
• Comprehensively document investigations.
• Develop and maintain a comprehensive understanding of online fraud.
• Demonstrate great judgment and be open to sharing what you know with others.

 ABOUT THE PERSON:

Skills: Qualifications

• 1-2 years of experience within risk management, fraud prevention, or Trust and Safety.
• Must be available 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.
• Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner.
• Ability to balance fraud prevention alongside a positive customer experience.
• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities.
• Strong investigative ability, internet research, organizational, and analytical skills.
• Ability to multi­task, learn and adapt to new technologies.
• Ability to remain calm in time sensitive situations.
• Detail oriented: you do your due diligence when completing an investigation.

Skills and Experience:

Required skills: 

• Process safety
• Risk analysis
• Operations
• Trust operations
• problem solving

Additional skills:

• User experience
• Excellent written and verbal communication skills SQL

Languages:

• English – Read, Write, Speak
• Fluency in another language is a plus