Trust and Safety Associate, Gemini

• You’re someone who is curious, collaborative, and analytical, with a strong ability to data to independently conduct nuanced investigations and make sound decisions
• You thrive in balancing growth with risk management and approach problems with a customer first mindset
• 3+ years of experience conducting fraud or risk investigations
• 1+ year of direct customer support experience in risk related issues via email, chat, or phone
• Proven ability to identify fraud trends, perform root cause analysis, and recommend process or control enhancements
• Comfortable making sound decisions in ambiguous or rapidly changing situations
• Strong problem solving skills with the ability to stay composed under pressure
• Excellent verbal, written, and interpersonal communication skills
• A proactive, hands-on mindset - willing to take on any task, big or small, to protect our customers and strengthen trust

Desirable

• As a member of our Trust & Safety Operations team, you will play a critical role in safeguarding Gemini customers from fraud, scams, and account takeovers
• Your work will focus on conducting in-depth investigations, leveraging data, and working directly with customers to resolve complex fraud cases
• Beyond casework, you’ll help identify and implement improvements that enhance fraud detection, streamline operational processes, and deliver a seamless customer experience
• This role requires on-call and weekend rotations
• Investigate and assess fraud risk across customer onboarding, transaction, and login flows and take appropriate risk mitigation measures based on the outcome of investigations
• Investigate and resolve customer issues related to risk and fraud, primarily through email
• Identify and analyze fraud patterns and emerging trends, working with data science, product, and engineering teams to implement improvements to rules, policies, and controls to mitigate fraud risk
• Leverage business expertise to identify process and strategy gaps and deliver actionable recommendations for operational improvements
• Prepare ad-hoc reports regarding suspicious activity, root cause analysis of incident drivers, and key performance metrics across the fraud program
• Conduct quality assurance reviews to maintain high levels of precision across manual review queues
• Collaborate cross-functionally with teams including data science, identity, customer support, and compliance to mitigate fraud risks and drive operational and customer experience improvements