HomeAway’s Trust & Security Department operates within our Global Customer Experience Department. Our mission is to delight our customers (travelers, owners and property managers) by building a dependable marketplace, providing world-class support and passionately advocating for customer needs.

Do you possess an analytical mind-set? Does a challenging work environment excite you? In this position you will provide world-class support on a global, highly matrixed team. You will need to be a self-starter and want to provide valuable feedback to help improve team processes. 

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

Responsibilities:

• Respond to related emails, phone calls and other requests 
• Review new and existing advertisements for suspicious, substandard or other outlier attributes 
• Review and process fraud alerts within defined service levels 
• Effectively identify outlier behavior and incidents by performing relevant researches and analysis using Trust and Security tools 
• Report incidents to management in accordance with our policy 
• Suggest new or enhanced policy and procedures which improve effectiveness of teams and reduce risk levels 
• Review and understand detailed documentation on all policies and procedures 
• Become a professional user of all systems including our internal fraud detection system, among others
• Provide regular feedback to Global Trust & Security Management team relating to bugs, issues and feature improvements

Required Qualifications:

• 2 + years of experience in Customer Support, Risk Management or Fraud Investigation 
• 1 + years of investigative experience or 4-year degree in Criminal Justice, Fraud Management or related field
• Self-starter, thrives with minimum supervision 
• Business support software application experience such as MS Office (Word, Excel, Visio, PowerPoint) 
• Dedication to creating/maintaining a fair and open marketplace while ensuring truth in advertising 
• Real passion for quality and consistency
• Comfortable working on a global, highly-matrixed team

Preferred Qualifications:

• 4 Year College Degree or relevant work experience

Schedule:- Hours 7am-7pm Sunday-Saturday

HomeAway is committed to creating an inclusive work environment with a diverse workforce. You 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.