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Trust & Safety Fraud Operations Agent

| Austin

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
      • ScalaLanguages
      • SwiftLanguages
      • ReactLibraries
      • ReduxLibraries
      • DjangoFrameworks
      • HadoopFrameworks
      • Node.jsFrameworks
      • SpringFrameworks
      • CassandraDatabases
      • MongoDBDatabases
      • MySQLDatabases
      • Google AnalyticsAnalytics
      • IllustratorDesign
      • InVisionDesign
      • ConfluenceManagement
      • JIRAManagement
      • SmartsheetManagement
      • WordpressCMS
      • SalesforceCRM

    Location

    Vrbo has six offices in the Austin area with a 16-story global headquarters now open in the Domain.

    An Insider's view of Vrbo

    What’s the vibe like in the office?

    Some of us have been working together for 5+ years and have been there for each other during engagements, births, divorces…you name it. They have truly been my second family and my coworkers are the best part of coming to the office every day.

    Amanda

    Director, B&B Sales and Supply

    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

    Advertising Account Executive

    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

    What projects are you most excited about?

    I'm on a team that's investigating the integration of react-native into our existing mobile app and my focus is primarily on bridging our existing native analytics packages into the react-native side of things. This allows us to adapt and improve based on what customers do while using our product,

    Andrew

    Software UI Engineer

    What are Vrbo Perks + Benefits

    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
    Retirement & Stock Options Benefits
    401(K) Matching
    Company Equity
    Employee Stock Purchase Plan
    Performance Bonus
    Child Care & Parental Leave Benefits
    Child Care Benefits
    Generous Parental Leave
    HomeAway 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
    Vacation & Time Off Benefits
    Generous PTO
    Paid Volunteer Time
    Sabbatical
    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
    Parking
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Diversity Program

    Additional Perks + Benefits

    We were recognized by the Austin American-Statesman for having the most generous parental leave in Austin!

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