Our client, Gumtree.com a UK classified website attracts 8.5M unique visitors a month. Every connection made or item found on Gumtree makes a difference by creating a world where people share more and waste less.
The Subject Matter Expert (SME) will manage the work flow and support a team of Fraud Specialists. The incumbent will lead a high performing team that meets or exceeds performance goals related to trust and safety issues (with particular emphasis on fraud). The SME will engage and develop with direct reports, fostering an open collaborative environment where best practices are shared. The SME will support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations.
Engage in the analysis of fraud victims and fraudulent patterns on a daily basis and carry out victim call backs as required;
Guide the team of Fraud Specialists in the successful completion of their duties;
Communicate with the Trust & Safety Executive and other stakeholders to proactively identify ways of addressing fraudulent situations and decrease the potential number of victims on the site;
Engage in escalations and address more complex issues and problems related to fraud;
Communicate regularly and effectively identified patterns and trends with the Fraud team as well as with the rest of the stakeholders, including the Operations team and the Quality & Training Unit;
Create and deliver engaging and informative presentations about fraud trends and patterns, victim analysis and suggestions to impact the incidence of fraud, for training initiatives and the Client’s performance review presentation on a monthly basis;
Engage in research related to the future trends, upgrades and releases in all categories on the Client’s website to be able to predict and prepare this as a guide for the Fraud team;
Engage in practices and activities which will maintain high morale amongst team members, taking the necessary actions to minimize churn and maximize retention;
Provide subject matter expertise, mentor, coach and contribute to the development of direct reports and other team members, ensuring that constructive and positive feedback is given to all staff members;
Ensure that there is timely identification of live ‘bad words’ on the website and that these findings are communicated to all relevant stakeholders, including the Fraud and the Operations team;
Ensure that the Fraud Specialists are actively seeking to identify ‘false positives’ and that findings are communicated in a timely manner to all stakeholders;
Substitute Fraud Specialists’ absence during their shifts as required;
Any other task as assigned by Management.