Trust and Safety Investigator (Identity Verification)

About the Team

Our Trust & Safety team is responsible for the empathetic and efficient resolution of escalated customer disputes and any safety or security issues that may arise in our homes. You are a talented, outcome-oriented individual who treats others equitably and balances compassionate customer support with rigorous investigative skills. You are excited to drive continuous process improvement and help build operational processes that will scale. As a successful Trust & Safety investigator, you bring calm and clarity to inherently uncertain and potentially stressful situations. You are an empathetic communicator capable of navigating nuance, and are passionate about helping mitigate financial loss and reputational impact to Opendoor’s brand.

Role Responsibilities:

• Review and resolve customer identity verification escalations, and customer profile alerts  in adherence to company policies and operational processes
• Identify trends and provide feedback to management on strategic or tactical approaches initiatives that could prevent future recurring  issues
• Collaborate with other departments (i.e. customer support) to gather facts and drive alignment with key leaders across the company
• Follow up with customers, and  cross-functional stakeholders in a regular, timely, and professional manner

Skills Needed:

• 1+ years of experience preferably in customer service, mediation / dispute resolution, fraud or risk investigations, crisis management, Trust & Safety, or a similar role
• Excellent communication skills, both written and spoken to engage with customers, external partners and senior company leadership in a tactful and diplomatic manner
• Excellent time management, negotiation, and conflict resolution skills
• Exceptional judgment, adaptability and level headedness
• Real passion for operational process improvement; you’re always thinking about how to scale
• Willingness to hustle and a “get it done” attitude, with experience at an early stage company a huge plus
• Bachelor’s degree or equivalent work experience
• Above all else an inquisitive, kind, and goal-oriented team player; ability to represent the Opendoor values in all interactions

Location:

Hybrid roles require role responsibilities to be performed in the office for a portion of the week, with an option to work remotely. You must be based within a 50-mile commuting distance of the specified office location. Check out our office locations here.

Compensation:

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The U.S. pay range for this position is $52,800 - $75,000 annually. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits including paid time off, 12 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.

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