Trust and Safety Agent, Account Safety Team

Who We Are: At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? Join our pack and come work (and play!) with us. Rover’s Account Safety Team is responsible for protecting Rover's reputation by investigating, mitigating and monitoring fraud trends while protecting our customer and business from fraudulent financial losses. You’ll be investigating potential fraud in high volume queues that train our automated detection and drive scalable proactive detection on our platform.  The output of your work solidifies our Trust and Safety infrastructure and makes our platform safer for pet parents and sitters alike. Who we're looking for: You'll succeed in this role if you have a passion for details and spotting trends, thrive in a high tempo team environment, have a passion for protecting folks from fraud, and have a drive for getting the right solutions for both the customer and the company. You must be impartial, show a high degree of autonomy, and be able to resolve issues requiring analysis of human behavior.  Your ability to identify between what is critical and what is secondary will aid you in being effective in this role.  You are able to effectively summarize and communicate investigation results, findings, and insights to present to leaders and stakeholders. To be eligible for this role you must be able to work remotely and reside only in the approved states of FL, GA, ID, NC, TX, WA & MI. Responsibilities:

Proactive detection and investigation: Conduct investigations into account takeovers, payment fraud, phishing, and organized fraud rings to mitigate immediate and long term impact.

Fraud mitigation: Analyze patterns of fraudulent transactions and abusive conduct in a timely manner to protect platform integrity.

Financial recovery: Proficiently dispute chargebacks, gathering compelling evidence to minimize financial loss and maximize recovery.

Identity & Authentication: Analyze identity verification and background checks to ensure user authenticity and platform safety.

Incident management: Triage and resolve account safety-related incidents, including flagged content, harrassment, & Terms of Service violations.

Account actions: Manage and action appeal requests for deactivated accounts with impartiality and autonomy. 

Subject matter expert: On all things fraud and identity verification, working cross functionally with other operations partners on enterprise-wise initiatives as needed.

Your Qualifications:

3+ years of experience in Fraud Operations, Cybercrime, or Identity Services 

Must be available to work a regular schedule including some holidays, and at least one weekend day per week

High school diploma or equivalent

Preferred Qualifications:

Bachelor’s Degree in a related field

Used Rover as an owner or a sitter

2+ years in a customer facing support role

Experience writing SQL queries 

CFE Certification

1+ years of experience in Content Moderation 

Two-sided marketplace experience

Understanding of payments process, cybercrime, and fraud techniques

Benefits of Working at Rover.com

Competitive compensation

401k match

4 weeks of PTO

Competitive benefits package, including medical, dental, and vision insurance

Commuter benefits

Bring your dog to work (and unlimited puppy time)

Doggy benefits, including $1000 toward adopting your first dog

Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly 

Regular team activities performed in-person and virtually

Compensation:

In Washington State outside of the Seattle area the first- year hourly range is $22.96-$26.41/hr. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.

The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.