Associate, Trust & Safety
2024-10-28
USA
Gemini
About the Company
Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.
Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency.
At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.
In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.
The Department: Trust & Safety
Trust & Safety at Gemini is a team dedicated to stopping bad actors, securing our user’s funds and ensuring the integrity of Gemini’s digital asset marketplace. We are a diverse group of technology and operational professionals who develop new approaches to solving classic problems using cutting edge tools and processes.
The Role: Associate, Trust & Safety
Gemini’s Trust & Safety team is looking for a fraud associate to contribute to Gemini’s efforts in preventing fraud. In this role, you will be responsible for investigating, responding to and ultimately preventing fraud on the Gemini platform, while ensuring our customers have a both secure and seamless experience. Gemini is looking for a passionate associate who will work directly with Gemini customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, onboarding issues, transaction errors, and timely account security escalations.
Responsibilities:
Respond to risk-related customer issues of varying levels of complexity, primarily via email.
Investigate and review suspicious customers’ activities, including at Onboarding, and escalate to appropriate teams when necessary.
Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud.
Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement.
Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program.
Cross-functional collaboration:
Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements.
Directly participate in and provide necessary support for special projects and initiatives as assigned.
Minimum Qualifications:
BA/BS in relevant field or commensurate years of experience.
1-3 years of financial Risk, Fraud, or Compliance Customer Support and investigations.
Great verbal, written and communication skills.
Ability to think on your feet and maintain composure in difficult and complex situations.
Comfortable with making decisions in ambiguity.
Roll-up-the-sleeves, no-task-is-too-small-attitude - willingness to do what’s necessary to ensure the safety of our customers.
A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions.
This role may require an on call rotation.
Preferred Qualifications:
Familiarity or experience with relational databases and Business Intelligence tools (e.g. Tableau, Looker etc.) is a huge plus.
Familiarity with database querying languages such as SQL.
UK, Europe, India, and other region-specific fraud knowledge is a plus.
This role may require an on call rotation.
It Pays to Work Here
The compensation & benefits package for this role includes:
Competitive starting salary
A discretionary annual bonus
Long-term incentive in the form of a new hire equity grant
Comprehensive health plans
401K with company matching
Paid Parental Leave
Flexible time off
Salary Range: The base salary range for this role is between $75,000 - $93,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.
At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.
#LI-AH1
Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.
Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency.
At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.
In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.
The Department: Trust & Safety
Trust & Safety at Gemini is a team dedicated to stopping bad actors, securing our user’s funds and ensuring the integrity of Gemini’s digital asset marketplace. We are a diverse group of technology and operational professionals who develop new approaches to solving classic problems using cutting edge tools and processes.
The Role: Associate, Trust & Safety
Gemini’s Trust & Safety team is looking for a fraud associate to contribute to Gemini’s efforts in preventing fraud. In this role, you will be responsible for investigating, responding to and ultimately preventing fraud on the Gemini platform, while ensuring our customers have a both secure and seamless experience. Gemini is looking for a passionate associate who will work directly with Gemini customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, onboarding issues, transaction errors, and timely account security escalations.
Responsibilities:
Respond to risk-related customer issues of varying levels of complexity, primarily via email.
Investigate and review suspicious customers’ activities, including at Onboarding, and escalate to appropriate teams when necessary.
Identify trends and patterns in fraud activity and suggest rule and policy changes to assist with preventing fraud.
Leverage expert business knowledge to identify process and strategy deficiencies, and provide recommendations for operational improvement.
Prepare ad-hoc fraud reports regarding suspicious activity, incidents, and key measurements of the fraud program.
Cross-functional collaboration:
Coordinate with key stakeholders within Trust & Safety, Identity, Compliance, and Customer Support on fraud cases and to make operational improvements.
Directly participate in and provide necessary support for special projects and initiatives as assigned.
Minimum Qualifications:
BA/BS in relevant field or commensurate years of experience.
1-3 years of financial Risk, Fraud, or Compliance Customer Support and investigations.
Great verbal, written and communication skills.
Ability to think on your feet and maintain composure in difficult and complex situations.
Comfortable with making decisions in ambiguity.
Roll-up-the-sleeves, no-task-is-too-small-attitude - willingness to do what’s necessary to ensure the safety of our customers.
A healthy balance of empathy and skepticism, and the ability to question one’s own assumptions.
This role may require an on call rotation.
Preferred Qualifications:
Familiarity or experience with relational databases and Business Intelligence tools (e.g. Tableau, Looker etc.) is a huge plus.
Familiarity with database querying languages such as SQL.
UK, Europe, India, and other region-specific fraud knowledge is a plus.
This role may require an on call rotation.
It Pays to Work Here
The compensation & benefits package for this role includes:
Competitive starting salary
A discretionary annual bonus
Long-term incentive in the form of a new hire equity grant
Comprehensive health plans
401K with company matching
Paid Parental Leave
Flexible time off
Salary Range: The base salary range for this role is between $75,000 - $93,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.
At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.
#LI-AH1