Trust & Safety Fraud Operations Agent at Expedia Group

| Austin
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Expedia

Would you like to work with a product that allows you to impact the lives of millions of people in a significant way?

Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational company?

The Mission:

We are seeking highly motivated individuals to support the Trust & Safety Team in communicating with customers, customer service teams, and other 3rd parties.

Our Trust & Safety team are part of Customer Experience department and are responsible for developing and managing the strategies that protect VRBO (across all brands and channels) from fraudulent activity 24 hours a day/365 day a year.

The role is a diverse one, including (but not limited to) addressing customer response emails, communicating with the appropriate internal team members. Maintaining service level requirements on our inboxes are important components of the role. If you have excellent customer service skills, an analytical mindset, and are passionate about saving the company money, then this job might be for you!

    What You'll Do

    Responsibilities:

    • Responsible for creating a trustworthy market place by providing extraordinary support and passionately advocating for customer needs
    • Respond and resolve inbound queries related to Trust & Security by email and telephone
    • You will produce clear and concise factual reports of findings and recommendations and to have the ability to influence outcomes
    • Review new and existing advertisements for suspicious, substandard or other outlier attributes
    • Take responsibility for reviewing and process travelers inquiries held annual form review
    • Suggest new or enhanced policy and procedures which improve the effectiveness of teams and reduce risk levels on the sites
    • Work relatively autonomously and become a professional user of all Trust & Safety systems including but not limited to the inquiry management system, SalesForce.com, and internal fraud detection
    • Finally, provide feedback to the T&S Management team relating to bugs/issues and feature enhancements
    • Customer service experience is required; call center, airline, or travel a plus
    • Prior experience in Fraud prevention experience a plus
    Who You Are
    • You have excellent oral and written skills.
    • You are a person with excellent communication skills and driven to exceed customer expectations
    • You love working as a part of a small ambitious team within a global and fast-growing company
    • You have proven successful experience in fraud or risk.
    • Demonstrated customer service, and strong organizational skills
    • Enjoys working in a dynamic and rapidly changing environment
    • Flexibility to adapt and able to handle multiple assignments while working independently
    • Attention to detail is critical, as is the ability to work under pressure in a busy team and to tight deadlines
    • Internet research, Microsoft Office, and overall PC skills are required
    • Customer service experience is required; call center, airline, or travel a plus
    • Prior experience in Fraud prevention experience a plus
    Benefits & Perks:
    • Competitive health and insurance benefits.
    • Competitive salary.
    • Annual target bonus or commission.
    • Parental leave for up to 20 weeks (dependent on eligibility).
    • Paid vacation and sick time.
    • Employee Stock Purchase Program.
    • Free snacks and beverages.
    • Frequent company update talks with our leadership team.
    • Free listing on Vrbo.com.
    • Electronic, adjustable stand-up desk.
    • Discounted Metro & Rail pass.
    • Casual dress.
    Why join us

    Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

    Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

    Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

    About Vrbo

    In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between.

    Vrbo is part of HomeAway and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com.

    Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • .NETLanguages
      • JavaLanguages
      • JavascriptLanguages
      • KotlinLanguages
      • ScalaLanguages
      • SwiftLanguages
      • jQueryLibraries
      • ReactLibraries
      • ReduxLibraries
      • AngularJSFrameworks
      • Backbone.jsFrameworks
      • DjangoFrameworks
      • HadoopFrameworks
      • Node.jsFrameworks
      • SparkFrameworks
      • SpringFrameworks
      • CassandraDatabases
      • DB2Databases
      • HiveDatabases
      • Microsoft SQL ServerDatabases
      • MongoDBDatabases
      • MySQLDatabases
      • TeradataDatabases
      • Google AnalyticsAnalytics
      • IllustratorDesign
      • InVisionDesign
      • ConfluenceManagement
      • JIRAManagement
      • SmartsheetManagement
      • WordpressCMS
      • SalesforceCRM

    Location

    Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

    An Insider's view of Expedia Group

    How does your team reward individual success?

    We love to reward our team members in multiple ways. We use a team slack “brag board” to post all of our positive partner feedback and wins on a regular basis. We also have ad-hoc competitions throughout each quarter where team members can earn time off, gift cards, lunch on the house, and many other fun prizes.

    Kim

    Sr. Manager, NA Partner Success

    What projects are you most excited about?

    As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

    Juliana

    Software Engineer

    What makes someone successful on your team?

    Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

    Sharon

    Sr. Director Global Finance Operations

    How do your team's ideas influence the company's direction?

    The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

    Marisela

    Director, Global Talent Acquisition

    How has your career grown since starting at the company?

    I was hired as a Software Engineer II and have grown my leadership and technical skills while learning how my work directly impacts our marketplace and creates network effects. My growth has included improving search performance, helping teams build distributed systems, and mentoring and coaching new engineers from our Career Exploration Program.

    Trey

    Staff Software Engineer

    What are Expedia Group Perks + Benefits

    Culture
    Volunteer in local community
    We participate in an annual Day of Caring where Expedia Group offices from around the world all take a day in September to spend time volunteering for a favorite charity. This day is a paid day off!
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
    Daily stand up
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Diversity
    Documented equal pay policy
    Dedicated Diversity/Inclusion Staff
    Unconscious bias training
    Diversity manifesto
    Someone's primary function is managing the company’s diversity and inclusion initiatives
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Wellness Programs
    Onsite Gym
    Team workouts
    Expedia Group's team fitness initiatives include In-office fitness classes at our Austin Domain 11 office.
    Retirement & Stock Options Benefits
    401(K) Matching
    Company Equity
    Employee Stock Purchase Plan
    Performance Bonus
    Match charitable contributions
    Child Care & Parental Leave Benefits
    Child Care Benefits
    Generous Parental Leave
    Vrbo offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
    Family Medical Leave
    Adoption Assistance
    Company sponsored family events
    From our annual holiday party (without kids) to our Halloween, Spring Picnic and Bring your kid to work day parties, employees have several opportunities to celebrate together throughout the year.
    Vacation & Time Off Benefits
    Generous PTO
    Paid Volunteer Time
    Paid Holidays
    9 paid holidays + 2 floating holidays you can take any time during the year.
    Paid Sick Days
    Perks & Discounts
    Casual Dress
    Commuter Benefits
    Company Outings
    Game Room
    Stocked Kitchen
    Happy Hours
    Happy hours are hosted At team's discretion.
    Parking
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Tuition Reimbursement
    Diversity Program
    Lunch and learns
    Vrbo hosts lunch and learn meetings on occasion in addition to Fireside chats with notable leaders, Product Academy and Career Exploration Program.
    Cross functional training encouraged
    Promote from within
    Online course subscriptions available
    Customized development tracks

    Additional Perks + Benefits

    We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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