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Job Details

2020-13819

Trust and Safety Investigator

Location(s): Tucson, Reno, San Diego
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Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Joylyn at work
Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Blaid at work
Blaid Intuit employee
"By building tools that enable our developers to validate the compliancy of our products, I’m playing a role upholding Intuit’s value of integrity without compromise. Through ensuring that our products are safe and secure for our customers, I feel like I’m part of helping millions of people around the world gain access to the financial resources that they need to prosper."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
Chelsia at work
Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Join the Intuit Customer Success Account Protection Team as a Trust and Safety Investigator supporting the development of cutting edge Security and Financial Fraud prevention services!  Our Investigators define the customer account protection experience across delivery channels where there are elements of risk present (account log in, account information change, account permission change, etc.,), process high risk functions where there is currently no automation or in-product mechanism for a customer to self-serve, and support escalation or investigation research in instances where a Customer Success security breakdown has occurred. Trust and Safety Investigators work in partnership with Customer Success Experience Delivery, Intuit Information Security (IIS), Fraud Investigation, Product Management, Privacy, Legal, Office of the President (OOP) and Marketing to support the integration of protection  in new offering design and with the relevant operations groups to optimize existing processes.

Trust and Safety Investigators are part of a cross-organizational Intuit team that supports the end to end experience. They use technical know-how and excellent problem-solving skills to build and maintain our customer's trust in Intuit products and services. They focus on the quality of the customer experience, the mitigation of risk and the return on investment of proposed changes.

If you have a commitment to excellence, a desire to delight customers and want to be a member of a spirited team, read on!

What you'll bring

 

Qualifications

  • 3+ years of experience in a security, enforcement or customer support role, preferably in a fast-paced online support environment or a role involving the investigation of financial crime
  •  4+ years operational leadership experience
  • BA/BS degree preferred
  • Ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
  • Demonstrated technical aptitude & skills
  • Strong business and financial acumen.
  • Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
  • Excellent written and verbal communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
  • Strong presentation and influencing skills to lead change with technical and non-technical teams
  • Proven ability to use MS Office applications, Google Docs, Salesforce, and Quickbase
  • Experience with Access, Text Analytics and Business Objects or similar reporting tools a plus
  • Customer-focused, with a passion for delivering the best possible customer experience
  • Commitment to operational excellence and ongoing personal growth.
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Change agent and a facilitative team leader with a strong desire to achieve results
  • Ability to manage multiple priorities within a fast paced environment

How you will lead

  • Conduct review/research of high risk processes in the form of cases or escalations
  • Work on problems where analysis of situations or data requires a review of a variety of factors
  • Collaborate across teams to identify, research, and recommend solutions to investigative matters
  • Interprets and responds to data and makes recommendations for improvements
  • Often exercises judgment within defined procedures and practices to determine appropriate action
  • 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
  • Be able to break down complex issues into clear action items
  • Constantly strive for process improvement whilst 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

Be part of a world-class culture

Our culture

We know that innovation thrives in an inclusive environment. We want employees with a wide range of life experiences to bring new ideas and perspectives to the table.

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Our values

Our values are central to our culture. They’ve been our guiding star since our founding and have allowed us to thrive as we work on behalf of our 50 million customers.

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Benefits we offer

People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.

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Fortune 100 Best Companies to Work For

Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.