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Fraud Prevention Specialist, Customer Experience

United Kingdom - London

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Expedia

Fraud Prevention Specialist, Customer Experience

Would you like to work with a product that allows you to impact the lives of millions of people in a significant way?

Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational?

The Mission:

We are seeking highly motivated individuals to support the Trust & Safety Team in communicating with customers, customer service teams and other 3rd parties. 

Our Trust & Safety team are part of Customer Experience department and are responsible for developing and managing the strategies that protect Vrbo (across all brands and channels) from fraudulent activity 24 hours a day/365 day a year. 

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 important components of the role. If you have great customer service skills, an analytical mindset, and are passionate about saving the company money, then this job might be for you! 

Who are you?

  • You are a person with excellent communication skills and driven to exceed customer expectations
  • You love working as a part of a small ambitious team within a global and fast growing company
  • You have a proven successful experience as a Fraud Adviser or you are experienced in Complaint Management
  • Demonstrated customer service, and strong organisational skills
  • Enjoys working in a dynamic and rapidly changing environment
  • Flexibility to adapt and able to handle multiple assignments while working independently
  • Attention to detail is critical, as is the ability to work under pressure in a busy team and to tight deadlines
  • Strong internet research, Microsoft Office, and overall PC skills are required
  • Customer service experience is required; call center, airline, or travel a plus
  • Prior experience in Fraud prevention experience a plus

Responsibilities:

  • Responsible for creating a trustworthy market place by providing extraordinary support and passionately advocating for customer needs

  • Respond and resolve inbound queries related to Trust & Security by email and telephone

  • You will produce clear and concise factual reports of findings and recommendations and to have the ability to influence outcomes

  • Review new and existing advertisements for suspicious, substandard or other outlier attributes

  • Take responsibility for reviewing and process travelers enquiries held form annual review

  • Suggest new or enhanced policies and procedures which enhance effectiveness of teams and reduce risk levels on the sites

  • Work relatively autonomously and become a professional user of all Trust & Safety systems including but not limited to the inquiry management system, SalesForce.com and internal fraud detection

  • Finally provide feedback to the Management team relating to bugs/issues and feature enhancements

Benefits & Perks:

  • Competitive health and insurance benefits

  • Competitive salary

  • Annual target bonus or commission

  • Paid vacation and sick time

  • Free snacks and beverages

  • Frequent company update talks with our leadership team

  • Free listing on Vrbocom

  • Electronic, adjustable stand-up desk

  • Casual dress

Why Join Us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

About Vrbo:

Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. Vrbo is part of the Expedia Group family of brands.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-46586

Job Category
Information Technology Group

Job Function
Security Operations

Location
United Kingdom - London

Job Type
Full-Time Regular

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