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OVERVIEW

The Senior Associate is a subject matter expert on the Shopper Fraud team within the Trust & Safety org. They will act as a first point of contact for Associates/Specialists by providing key tactical, strategic guidance on the day-to-day workflows, with focus in the following areas:

• Day-to-day operations related to daily workflows; ensuring high level of responsibility, efficiency, urgency, quality & execution.
• Handle high risk escalations and communicate effectively cross-functionally
• Identify, investigate, analyze possible cases of fraud, account takeover, unauthorized purchases, and fraudulent transaction patterns.
• Partner with Trust & Safety Lead to design, develop, implement solutions to mitigate various risks through policy, process, or product initiatives.

ABOUT THE JOB

• Day-to-day operations related to daily workflows; ensuring high level of responsibility, efficiency, urgency, quality & execution.
• Handle high risk escalations and communicate effectively cross-functionally
• Identify, investigate, analyze possible cases of fraud, account takeover, unauthorized purchases, and fraudulent transaction patterns.
• Partner with Trust & Safety Lead to design, develop, implement solutions to mitigate various risks through policy, process, or product initiatives.

• Use a combination of business acumen and internal/external tools to help identify patterns and investigate instances of potentially fraudulent activity across the Instacart platform, working tactically to mitigate the issue, while also thinking strategically as to how to better prevent moving forward.
• Regularly perform root cause analyses to determine how fraudulent activity is occurring and to what degree it is impacting the business.
• Collaborate with various stakeholders to implement scalable and compliant fraud mitigation countermeasures, while ensuring that false positives are kept to a minimum.
• Regularly review existing fraud queues, maintaining function SLA's while simultaneously ensuring positive shopper, customer, and retailer experiences.
• Act as point of contact and subject matter expert for fraud escalations from local and central teams with regards to market/retailer-specific concerns.
• Act as a point of contact and subject matter expert for key team metrics, provide insight into what affected metrics, and identify opportunities for improvement.
• Consistently provide feedback to cross-functional partners as it relates to internal and external tools and products.
• Lead various, ad-hoc risk investigative/mitigation projects while maintaining focus and balance as it relates to the shopper, customer, and retailer experience.
• Work effectively with team members and cross-functional partners by succinctly and thoroughly communicating fraud trends across various areas of the business.
• Collaborate in the development and optimization of fraud-prevention/reaction processes, methods, tools, and product features to both detect and prevent fraudulent activity.
• Regularly interact with customers, shoppers, retail and internal partners to provide relevant support and information.
• Develop deep subject matter expertise in fraud and other areas of potential vulnerability/risk on the Instacart platform
• Support day-to-day processes required to to tackle known areas of risk and fraud
• Create & maintain detailed documentation of operational procedures
• Analyze problems logically with a focus on attention to detail and confidentiality
• Optimize supporting processes through multiple iterations, standardizing to the point of full or near-automation
• Research and analyze data using internal and external tools to identify fraudulent activity
• Partner with your manager, legal, and other internal teams to ensure a high level of compliance, while also developing long-term sustainable solutions.

Given the dynamic and multi-faceted nature of the function, the ideal candidate has a solid understanding of fraud and the behavior and system/product inefficiencies which drive it. Additionally, the ideal candidate possesses excellent time-management skills, the ability to communicate & present information effectively, and a deep-seeded passion for continuous improvement.

ABOUT YOU

• 3-4 years of Fraud experience in related e-commerce / marketplace/ on-demand field
• Deep understanding of investigative process, fraudulent activity (such as account takeover, transactional fraud, unauthorized items purchase, etc.)
• Serve as a subject matter expert and communicate with shoppers, customers, retailers, cross-functional stakeholders and legal on a professional level to resolve potential fraud-related issues and provide information.
• High level of accountability and ownership - driven and focused self-starter and ready for growth and opportunity

• Direct experience working on a multi-tiered teams and desire to help others learn and grow
• Experience working in a fast paced, rapidly changing work environment
• Data driven; highly proficient pulling/synthesizing data and identifying trends, causation, correlation, etc (Strong Excel preferred & should be able to write simple SQL logic)
• Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
• Previous experience working with Zendesk and Jira is a plus
• Strong attention to detail, sense of urgency and responsibility; strong ability to prioritize and manage competing priorities
• Proposes projects, product, and policy initiatives to cross functional partners for broad company impact
• Deep understanding of metrics and directional changes (ability to effect metrics)