Trust & Safety Advisor in Boston (United States)

Where: Boston (United States)

Extent of Work: Full Time

Click here to apply in English

Interested in growing your career at a fast-growing online travel website? The TripAdvisor Vacation Rentals group is hiring for a Trust & Safety Advisor. The Trust & Safety Team is responsible for providing a professional and consistent level of authentication for all TripAdvisor Vacation Rentals accounts. The Trust and Safety Advisor will work to validate new account sign-ups and provide support to travelers and property owners who contact TripAdvisor Vacation rentals regarding trust and safety issues.

This position is an outstanding opportunity for a smart, energetic, responsible, self-motivated person who excels in customer support and attention to detail.

Responsibilities:

The primary responsibility for the role will be assisting with validation checks for customers so they can advertise their property with us and book vacations safely through our site.

  • Perform validation checks for account holders and booking travelers:
  • Investigate accounts and bookings using the information provided by the customer, in addition to internal and external fraud tools
  • Analyze information and make conclusions in an efficient manner about the legitimacy of the account/booking
  • Make justifiable decisions in regards to evidence found and relating this to how we can proceed with new customers
  • Understand and meet targets supplied so that we meet all our customers’ needs as efficiently as possible
  • Have the insight to provide new ideas which would improve and add to the current processes that we use in the Trust and Safety Team
  • Provide customer support:
    • Perform inbound and outbound telephone calls to assist customers with any additional checks we may need to validate their account before activation/validate their booking before the check-in date
    • Send outgoing emails to assist customers to perform additional checks to validate their account before activation/validate their booking before the check-in date
    • Research and respond to incoming emails from customers regarding internet scams and safe booking practices
    • Resolve issues that arise from validation checks and provide clear and concise feedback to the customer
    • Handle any issues associated with the misuse of a customer’s account that would affect travellers
    • Investigate existing account holders for suspicious or fraudulent behavior
    • Evaluate the risk that an existing customer would pose to the company
  • Use in-house tools to recognize the increased threat of an existing account and act upon that information in an efficient manner

What we are Looking For:

  • Fluency in a second language (Spanish, French, Portuguese, German, Italian, etc.) is preferred
  • Exceptional attention to detail & high-quality research skills
  • Active interest in the internet fraud world and a keen desire to learn new skills
  • Problem solving skills with the willingness to take ownership and resolve issues
  • Ability to listen and communicate well with an excellent telephone manner
  • Excellent written skills with proper grammar usage and thorough, yet concise verbiage
  • Good time management and self-organization
  • Ability to keep calm under pressure
  • Desire satisfaction from making a difference, exceeding customer expectations, and a willingness to go the extra mile
  • Being an open and honest team player
  • Desire to thrive in a hardworking team
  • Ability to challenge ideas and ask questions
  • Demonstrate pro-activity and responsibility

Skills and Qualifications:

  • Fluent in a second language (Spanish, French, Portuguese, German, Italian, etc.) is preferred
  • Must be able to work some weekend shifts
  • Prior experience with Salesforce, LexisNexis, or Accertify is desirable
  • Prior experience within a Customer Service role is desirable
  • Experience in a research environment is advantageous
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