Senior Payments Risk Operations Specialist

Job Summary

The Payments Risk Operations Specialist will be responsible for working with their team to manage partner escalations of users or reservations, investigate suspicious activity on the platform, and support execution of strategic team initiatives.  You will be working closely with operational stakeholders and cross-functional partners to enact change to improve our products and processes.  You will consistently demonstrate excellent decision-making skills as you solve a wide range of complex problems.  You will be expected to understand and apply Airbnb core values in all your work.

You will be working closely with the Payment Risk Lead, Analytics to fulfill the data governance and reporting needs of the Payments Risk Operations Team. You will support the production of reporting on a recurring and ad-hoc basis to both internal and external stakeholders. You will provide data insights and analysis to assist the team in preparing reports and impact analysis to management for decision making. 

Core Responsibilities

• Responsible for owning and executing a section of work in a cross-functional project
• Comprehensive understanding of the risk systems and robust investigation of suspicious activity to determine the root cause of an issue and remediation, as necessary
• Independently manages partner escalations of various complexities
• Work with our external partner operations team to enact change through enhanced proactive and reactive risk detection as a collaborating task.
• Leads investigations, use professional knowledge to support the investigation of complex situations and potential fraud and create comprehensive documentation for investigations
• Drive continuous improvement across the team, working with cross-functional partners including product, quality, workflow and knowledge specialists
• Maintain high levels of confidentiality while performing investigations, which may include items of regulatory oversight and scope and may own sensitive and high-profile communications
• May receive a designated subject matter expertise assignment 

Specialization Responsibilities (up to 70%)

• Leverage data to support the Trend Analysis Program through deep dive investigation Collaborate with the Risk Modeling team to institute appropriate remediation measures
• Use available in house tools to augment data analysis (Tableau, SQL, Excel, etc)
• Use data sets to monitor for indicators of fraud and other suspicious activity
• Collaboration with internal and external stakeholders to validate findings and interpret results in the context of the business
• Support the delivery of ongoing reporting on key indicators including loss trends, model effectiveness, operational efficiency and staffing requirements
• Leverage developed methodology to ensure consistent use of data across the team

Qualifications

• • Conceptual knowledge of theories, practices and procedures within payments and marketplace risk management
  • Strong investigative ability, internet research, organizational, and analytical skills. 
  • Functional knowledge through four or more years of formal education (e.g., university or college degree) or equivalent work experience
  • Must be available for a regular full-time schedule, mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
  • Experience with customer management systems
  • Excellent interpersonal and communication skills, both written and verbal
  • Ability to balance fraud prevention alongside a positive customer experience
  • Consistently apply problem solving, critical thinking and analytical skills to solve business problems
  • Ability to organize and work independently with rapidly changing priorities
  • Proven track record of identifying opportunities for improvement and enacting change
  • Ability to understand and interpret data to tell a story, identify fraud patterns and suggest new methods of detection, mitigation, and prevention
  • Depending on the specialization, working knowledge of the specialized subject matter

The starting hourly pay for this role is between $36.54 and $45.67. The actual base pay is dependent upon many factors, such as: education, experience, and skills. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.