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Job Overview
Join the Intuit Customer Success Account Protection Team as a Trust & Safety Investigator supporting the development of cutting edge Security and Financial Fraud prevention services! As a Trust & Safety Investigator, you will conduct comprehensive, high quality end-to-end complex investigations to identify fraud patterns, security incidents, trends, and typologies impacting Intuit customers to protect sensitive data.
You will have the opportunity to work across multiple cross-functional business units, leverage your investigative findings to drive risk mitigation efforts, and help integrate fraud prevention and data loss prevention to new and existing Intuit products and offerings
If you have a passion for conducting investigations, mitigating risk to customers and business operations and want to join a company that will give you industry leading training, cutting edge technology and access to worldwide, world-class customers, then read on!
Qualifications
- 4+ years complex financial crime investigative experience; and/or • 3+ years Intelligence Analysis or investigative experience working financial crimes or data loss prevention
- BA/BS degree preferred
- Certified Fraud Examiner (CFE) designation and/or Certified Anti Money Laundering Specialist (ACAMS) is a plus
- Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
- Engage and partner with internal stakeholders and external partners in thinking and acting critically to identify opportunities for collaboration, raise awareness of investigative findings, and develop recommendations to mitigate risk
- Excellent oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels of management
- Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, Google Sheets, Google Docs, etc.)
- Experience with CRM applications and DLP toolsets
- Customer-focused, with a passion for delivering the best possible customer experience
- High level of professionalism, self-motivation and sense of urgency
- Change agent and a facilitative team leader with a strong desire to achieve results
- Ability to operate independently, manage multiple competing priorities with difficult deadlines, and exhibit a sense of urgency when necessary is a must
- Regularly exercise good judgment and in making decisions or recommendations in relation to case investigations
- Ability to maintain composure under pressure and make sound decisions
- Ability to multitask and adapt to a rapidly changing environment
Responsibilities
- Conduct end-to-end complex investigations and review high risk activity
- Conduct fact finding interviews with customers and other relevant stakeholders
- Document findings and investigative results, and utilize case management systems to prepare reports to management as required
- Prevent, detect and mitigate / respond to fraud and security incidents, including Tech Support Fraud, Chargeback Fraud and sensitive PII / data loss exposure
- Collaborate across teams to identify, research, and recommend solutions to investigative matters
- Interpret and respond to data and make recommendations for improvements in detection and investigative tools, technology and processes
- Recommend actions and process changes to drive solutions that align with the One Intuit Ecosystem
- Conduct root cause analysis and investigations in response to escalations and incidents
- Distill complex issues into clear action items
- Constantly strive for process improvement by keeping the customer at the forefront of your mind
- Support the development and improvement of internal tools by providing operational insights and subject matter expertise
- Ability to recognize and escalate matters appropriately when faced with progress blockers
- Ability to prioritize and focus on the work that contributes the most to accomplishing Intuit’s Big Bets
