- Review incoming cases, prioritize them, and take action based on case type and evidence.
- Gather and document evidence, contacting users by phone, text, or email as needed.
- Handle standard cases using documented procedures and escalate unusual, unclear, or high-stakes situations.
- Follow up on accounts under review and record new findings regularly.
- Execute compliance actions, assess coverage impact, and alert cross-functional stakeholders as needed.
- Handle escalation calls disputing investigation outcomes and communicate resolution actions.
- Monitor daily alerts and signals for anomalies and surface recurring patterns or trends.
- Process identity document submissions and renewals, and maintain compliance documents.
- Communicate with contractors and contribute to external-facing Help Center articles.
- Track personal performance metrics and support cross-functional collaboration, process improvements, account setup, and marketplace projects.
SQL