Instacart
Instacart, the leading grocery technology company in North America.
San Francisco, CA

Senior Associate, Fraud

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OVERVIEW

We are seeking an organized, analytical, and highly motivated individual to join Instacart’s Fraud team within our Trust & Safety organization, focusing specifically on Shopper activity. The team takes data-driven, customer-first approaches to identifying patterns of fraudulent activity on the platform, while implementing effective countermeasures to prevent and mitigate at scale. The ideal candidate has a knack for uncovering unusual patterns and is passionate about investigating further to identify the origin of the issue. In this role, you will need to make critical & sensitive decisions quickly, while maintaining strong attention to detail and effectively communicating with various stakeholders (Business Development, Product, Engineering, Finance, Field Operations, etc). It’s important to understand that you will be operating in a very dynamic environment which requires always having an eye towards improvement.

ABOUT THE JOB

  • Use a combination of business acumen and internal/external tools to help identify patterns and investigate instances of potentially fraudulent activity across the Instacart platform, working tactically to mitigate the issue, while also thinking strategically as to how to better prevent moving forward.
  • Regularly perform root cause analyses to determine how fraudulent activity is occurring and to what degree it is impacting the business.
  • Collaborate with various stakeholders to implement scalable and compliant fraud mitigation countermeasures, while ensuring that false positives are kept to a minimum.
  • Regularly review existing fraud queues, maintaining function SLA's while simultaneously ensuring positive shopper, customer, and retailer experiences.
  • Act as point of contact and subject matter expert for fraud escalations from local and central teams with regards to market/retailer-specific concerns.
  • Act as a point of contact and subject matter expert for key team metrics, provide insight into what affected metrics, and identify opportunities for improvement.
  • Consistently provide feedback to cross-functional partners as it relates to internal and external tools and products.
  • Lead various, ad-hoc risk investigative/mitigation projects while maintaining focus and balance as it relates to the shopper, customer, and retailer experience.
  • Work effectively with team members and cross-functional partners by succinctly and thoroughly communicating fraud trends across various areas of the business.
  • Collaborate in the development and optimization of fraud-prevention/reaction processes, methods, tools, and product features to both detect and prevent fraudulent activity.
  • Regularly interact with customers, shoppers, retail and internal partners to provide relevant support and information.
  • Develop deep subject matter expertise in fraud and other areas of potential vulnerability/risk on the Instacart platform
  • Support day-to-day processes required to to tackle known areas of risk and fraud
  • Create & maintain detailed documentation of operational procedures
  • Analyze problems logically with a focus on attention to detail and confidentiality
  • Optimize supporting processes through multiple iterations, standardizing to the point of full or near-automation
  • Research and analyze data using internal and external tools to identify fraudulent activity
  • Partner with your manager, legal, and other internal teams to ensure a high level of compliance, while also developing long-term sustainable solutions.

Given the dynamic and multi-faceted nature of the function, the ideal candidate has a solid understanding of fraud and the behavior and system/product inefficiencies which drive it. Additionally, the ideal candidate possesses excellent time-management skills, the ability to communicate & present information effectively, and a deep-seeded passion for continuous improvement. 

ABOUT YOU

  • Minimum 2-3 years experience in a fraud- and/or chargeback-related field
  • Anchors on data --- proficient pulling/synthesizing data and identifying trends, causation, correlation, etc (Advanced Excel + SQL experience preferred).
  • Ability to effectively prioritize incoming escalations and requests
  • Possess strong problem-solving skills and be able to investigate issues and obtain the data required to make quick and effective decisions independently
  • Understanding and empathetic to the challenges of setting up a new function/business.
  • Strong communication and writing skills with attention to detail, grammar, and tone
  • Positive attitude and fortitude to work through ever-changing and dynamic operational conditions



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What are Instacart Perks + Benefits

Instacart Benefits Overview

A job is just one of the ingredients in a full life. We believe in supporting our employees and their family’s overall health and wellness to support their whole life.

Wellness Tailored to You
Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.

Work From Home Stipend
We help outfit your WFH setup so you can be your most productive while at home.

Flexible Time Off
We all recharge differently. Take the time you need with our flexible time off policy.

Family Building Benefits
No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active Parents@ community.

Learning & Development
Whether you’re just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.

Future Planning
We have you covered as you plan for your future. Student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.

Community Connection
Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.

Instacart Express Membership
We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Our Executive team, led by CEO Fidji Simo, is 55% women
Mandated unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity manifesto
Diversity employee resource groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), Parents@, and Women@.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Family medical leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Return-to-work program post parental leave
Company sponsored family events
We partner with our Parents@ community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job training & conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

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