Trust & Safety Specialist, Fraud - Identity (Contract)

OVERVIEW

Instacart's Trust & Safety team takes data-driven, customer-first approaches to ensure we are compliant with all local, state and federal regulations regarding grocery fulfillment. In this role you will be responsible for executing on processes critical to ensuring the Instacart platform remains secure, safe, and stable for all users.

The role will include a blend of areas from reviewing transactions in real time to prevent fraud, identifying fraudulent activities/ patterns, account takeovers, and handling internal escalations to provide services through the Instacart platform and much more.

This is a 6-month contracted position at Instacart with expectations to work 40 hours/week. This is a non-exempt position, paid hourly, and eligible for additional hours as necessary. You will be scheduled to work 1 or 2 weekend days which your manager will assign to your schedule based on your availability.

ABOUT THE JOB

• Review user-submitted data for completeness and accuracy
• Complete live transaction reviews with a detail-oriented approach
• Evaluate and resolve reports of system abuse
• Categorize user data based on pre-set qualitative criteria
• Proactively communicating emerging customer-facing or shopper-facing issues and concerns to internal and partner teams
• Database entry and maintenance
• Implement and execute internal policy initiatives to ensure platform safety and integrity
• Execute on repetitive operational tasks while maintaining high attention to detail and having an eye for process improvements
• Identify trends and anomalies in queue workflows

ABOUT YOU

• 1-2 years professional experience, ideally in a fast-paced setting in Identity, Data Processing, or Support related fields OR strong academic record
• Familiarity with MS Office, Google Suite or similar
• Familiarity with ZenDesk or similar (preferred)
• Ability to execute consistently with a high degree of accuracy and attention to details
• Operate with a high degree of confidentiality
• Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
• Strong, clear, and concise writing and communication skills with attention to detail, grammar, brand tone, and voice
• An eye for process optimization
• Weekend or holiday availability

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