Trust & Safety Process Lead

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

As a member of Fraud Strategy within the Trust & Safety department, this role is accountable for helping to ensure the business can effectively mitigate fraud risk in an ever changing and evolving environment. This role will be accountable for developing fraud strategies that meet the business’s risk appetite and impacting millions of customers globally through partnership, education, analysis, and influence.

Ultimately, the success of this role will:

• Reduce fraud losses through identification of trends and development of fraud strategies and business rules
• Improve the efficiency of fraud prevention processes
• Minimize negative customer experiences by understanding friction points and implementing technology-based solutions to manage trend

What’s Great About This Role?

• You’ll work to detect various emerging fraud patterns spanning both first and third party fraud types and develop key solutions to prevent them
• You’ll be highly visible in the organization and communicate and interact with senior leaders and executives globally
• You’ll identify and implement tools to help the organization identify and address fraud
• You’ll work on interesting problems that have a real and direct impact on the business
• You’ll tackle global issues and work on different regional fraud challenges around the world
• You’ll be part of a highly impactful team that takes ownership of projects and drives change
• You’ll support the company’s commitment to protect the confidentiality of our customer data and the integrity of our systems
• With lots of variety in our ever-changing, fast-paced, entrepreneurial org, you won’t get bored

The Opportunity:

• Analyze fraud vectors across SquareTrade's platform including both first party and third party fraud types to develop strategies that identify the bad actors and improve the experience
• Develop and maintain metrics and KPI’s that measure risk mitigation strategies and communicate progress to key stakeholders and leadership
• Coordinate and strategize with our dedicated Fraud Operations team on policies, procedures, and investigative practices
• Manage and lead strategic initiatives and projects for both fraud prevention and business growth while managing customer experience
• Collaborate cross-functionally with various teams throughout the business including product, operations, legal, analytics, compliance, and engineering to design and implement fraud detection and prevention controls and processes in support of the organization’s strategic programs and goals
• Manipulate large amounts of complex data with data-driven analytical techniques to monitor customer behaviors and detect trends in fraudulent activity, and develop strategies to mitigate risk and improve customer experience
• Proactively identify new opportunities and strategies to strengthen controls, processes, and systems
• Work with internal teams and 3rd parties to monitor risk trends, follow industry best practices, and meet all compliance and regulatory obligations

You’re our ideal candidate if:

• You collaboratively work with functional groups such as Customer Service, Product Management, and Technology to build/enhance tools, data sources, system capabilities, and fraud detection methods
• You have at least 3-5 years of experience in developing risk rules, strategies, policies, and procedures that direct user behavior, leveraging both internal and 3rd party capabilities, owning them end to end
• You can problem solve and have excellent analytical skills and knowledge of data abstraction (using SQL/R/SAS/Python/etc) with proven ability to process vast amounts of data into meaningful information that drive effective changes
• You can effectively interact with senior leaders and executives to present complex findings and outline progress, plans, and opportunities to address them
• You have experience with various fraud detection capabilities. Experience in fraud prevention rule management systems, device profiling, customer verification, document verification technologies is highly preferred
• You’re driven to make an impact on the business, and are willing to think outside the box

At SquareTrade you'll have access to: 

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off 
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts

The Team:  http://www.squaretrade.com/leadership   

(Colorado Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in Colorado, to be within the following range: $65K-$80K 

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.  

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.