Position: Trust & Safety Support Agent
Work Location: Remote
Pay: $15.40/hr on W2
Shift: General Shift
Duration: 03+ Months contract with possible extension
Purpose of Position/Summary:
Client is looking for an engaged and excited associate to support our growing team. The Trust and Safety Operations support agent will support the company's incident review process. The position will focus both on daily execution of processing driver incidents and appeals. In this role the associate will be required to demonstrate the ability to review incidents, properly code incidents, and take appropriate actions to resolve.
Trust and Safety coordinates with cross functional partners across Legal, Compliance, eCommerce Operations and Customer Support. The Trust and Safety Operations support agent is expected to work independently to meet daily performance goals.
Essential Functions:
Supports and executes company operations by collaborating with cross-functional partners to ensure the needs of the customer and business are met.
Communicates with internal and external partners regarding processes, requirements, and performance measurements to support compliance of the Marketplace.
Review new or flagged products with daily reporting of rule inaccuracy.
Execute best-practice standards and report trends or behaviors requiring escalation
Completes work assignments and priorities by using policies, data, and resources.
Recommends and proactively escalates opportunities to enable the Trust and Safety team to meet its customer promise.
Solutions will be grounded in data and metrics that drive the business.
Responsibilities
Process customer escalations and safety issues in internal systems, ensuring proper documentation and accurate data entry. Follow current policies to appropriately categorize these issues. Review incident history to take appropriate action on accounts.
Act as liaison and coordinate investigation efforts between internal/external teams. Ensure there is appropriate follow-up and information is exchanged efficiently.
Collect statements from drivers, customers, and stores to assist with resolving customer complaints and safety issues. Document these details in our systems. Leverage this information to make a determination on restricting driver/customer access to the platform.
Analyze GPS and timestamp data to understand the timeline of events.
Understand Trust and Safety and store operational processes with guidance from the team.
Address feedback provided by drivers on current operations, processes, and the driver app. Route them to the appropriate team for further handling when needed.
Support continuous process improvement by identifying opportunity areas and providing suggestions.
Assist with ad-hoc process documentation and other technical writing.
Become adept with various internal systems.
Qualifications
2+ years in claims support, safety support, customer service, or investigations type role.
Degree in business, communications, or liberal arts.
Problem solving/analytical skills
Strong written and verbal communication skills. Ability to actively listen, gather facts, and drive conversations.
Strong computer, technology, email, and time management skills.
Systems data entry
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