Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community you will join:
Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc.
The Payments (Payments Risk and Compliance Team) team’s mission is to keep the online payment ecosystem safe and optimized to enable anyone, anywhere to pay and be paid with confidence, create a world-class compliance organization and have a data driven approach to building an innovation friendly, scalable compliance program. Our goal is to ensure that Airbnb Payments can grow in a safe fashion, with risks appropriately measured and mitigated.
The Difference You Will Make:
Sr. Analyst supports Airbnb’s payments risk activities. This position is responsible for managing high volumes of alerts and/or cases generated by multiple queues to satisfy processes required by risk programs. This role ensures that day-to-day risk activities relating to these programs are maintained to a high standard.
A Typical Day:
Review and investigate alerts or cases escalated from various sources to prevent and mitigate fraudMaintain Subject Matter Expertise of your respective Specialization to successfully complete core work and escalations
- Educate users on how to maintain security and safety while using Airbnb responsibly
- Investigate complex situations and potential fraud surfaced in high volume queues
- Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes
- Understand our risk systems and investigate account patterns
- When trends or product vulnerabilities have been identified, you are able to escalate to the Product Support Job Family
- Maintain high levels of confidentiality while performing investigations
- Comprehensively document investigations
- Develop and maintain a comprehensive understanding of the purpose of your Specialization
- Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task.
- Demonstrate great judgement and be open to sharing what you know with others.
Your Expertise:
- 3-5 years of experience in chargeback , fraud prevention, or risk operations within a merchant or retail environment
- Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening/night or early morning hours.
- Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience.
- Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities
- Solution and outcome-oriented
- Strong investigative ability, internet research, organizational, and analytical skills.
- Ability to detect vulnerabilities in existing and new products or features, and anticipate the ever-evolving fraudulent behaviors.
- Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies.
- Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs.
- Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users,
- Ability to analyze data for patterns and detail oriented: you do your due diligence when completing an investigation.
- Strong communication skills, both written and spoken, self-motivated and results-oriented.
- Detail oriented: you do your due diligence when completing an investigation
- Ability to learn and adapt to new technologies. Able to work and self-organise with rapidly changing priorities
- Ability to analyze data for patterns and draw conclusions and suggestions
- Fluency in another language is a plus
- You may have 2 to 4 years experience in a similar role elsewhere or you may have learned on the job at Airbnb.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:
- Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
- Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
- Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
- Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.