Senior Risk Operations Specialist

Responsibilities

• Serve as the first line of escalation for complex payment and trust & safety issues raised by specialists, Customer Care, and internal partners, identifying root causes and recommending durable solutions.
• Handle a portfolio of advanced, high-complexity cases yourself, spanning payments and trust & safety, modeling high-quality investigations, documentation, and communication for the rest of the team.
• Make judgment calls on high-risk transactions, fraud and abuse patterns, and edge-case scenarios, while following established policies, playbooks, and monetary thresholds.
• Partner closely with the Payment Operations Manager on daily priorities, workload and queue management across both groups, and the assignment of complex work across the team.
• Act as the day-to-day lead when the Manager, Payment Operations is out, including managing escalations across both domains and coordinating with cross-functional partners on urgent issues.
• Own the quality bar for Payments and Trust & Safety Specialist work by defining and maintaining clear standards for investigations, documentation, SLAs, customer communication, and risk posture.
• Provide ongoing coaching and skill development through 1:1 coaching sessions, case reviews, shadowing, and debriefs focused on improving investigation quality, documentation, judgment, and customer experience.
• Design and run training for the payments and trust & safety operations team, including structured onboarding for new specialists and refresher training when workflows, tools, policies, or vendor capabilities change.
• Maintain and contribute to process docum

Additional Information

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. Senior Risk Operations Specialist at Realtor.com ® Are you a risk operations expert? Are you eager to help scale a high-performing operations team? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Sr. Risk Operations Specialist and help change the world of real estate, one home at a time. At Avail by Realtor.com®, we're creating a Sr. Risk Operations Specialist role as an advanced individual contributor within our payments and trust & safety team. In this critical role, you'll perform hands-on investigations and support across both payments and trust & safety queues, and lead the quality, coaching, and day-to-day operations of the specialists who support these areas. You will be the first line of escalation for issues, own the quality bar for the team's work, and run training and QA programs that keep our operations accurate, safe, compliant, and user-centric. This is not a people manager role: specialists will continue to report directly to the Manager, Payment Operations, who will own performance management, annual reviews, and compensation decisions. If you're passionate about protecting users, money movement, and platform integrity, and you're energized by coaching others and helping scale a high-performing operations team, this role offers the opportunity to deepen your impact. Top Reasons to Apply : You'll help safeguard the lifeblood of our product: safe, reliable rent payments and a trustworthy marketplace, by raising the bar on quality and consistency across both payments and trust & safety work. You'll be the go-to escalation point for complex payment, fraud, abuse, and trust & safety investigations, shaping how we handle our most challenging scenarios. You'll design and run QA and training programs that directly improve investigation quality, customer experience, and operational reliability across payments and trust & safety queues. You'll partner closely with the Manager, Payment Operations and cross-functional teams to surface trends, inform process improvements, and advocate for better tooling across risk, payments, and trust & safety. You'll be joining a team that cares about people, purpose, and performance.

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