Trust and Safety Associate, Gemini

• BA/BS in relevant field or commensurate years of experience
• 1-3 years of financial Risk, Fraud, or Compliance Customer Support and investigations
• Great verbal, written and communication skills
• Ability to think on your feet and maintain composure in difficult and complex situations
• Comfortable with making decisions in ambiguity
• Roll-up-the-sleeves, no-task-is-too-small-attitude - willingness to do what’s necessary to ensure the safety of our customers
• A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions

Desirable

• In this role, you will be responsible for investigating, responding to and ultimately preventing fraud on the Gemini platform, while ensuring our customers have a both secure and seamless experience
• Gemini is looking for a passionate associate who will work directly with Gemini customers in order to investigate and resolve fraud and abuse
• This includes assisting customers with scams, ATOs, onboarding issues, transaction errors, and timely account security escalations
• Respond to risk-related customer issues of varying levels of complexity, primarily via email
• Investigate and review suspicious customers’ activities, including at Onboarding, and escalate to appropriate teams when necessary
• Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud
• Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement
• Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program
• Participate in cross-functional collaboration
• Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements
• Directly participate in and provide necessary support for special projects and initiatives as assigned
• This role may require an on-call rotation