Trust and Safety Analyst

SUMMARY The Trust and Safety Analyst is responsible for supporting the intake, triage, investigation, root-cause analysis, containment coordination, and resolution of fraud-related escalations across RealPage's payments ecosystem. This role will help investigate suspected fraud, account abuse, payment misuse, account takeover, business email compromise, tenant payment fraud, onboarding misses, and emerging fraud concerns. Overview The Trust and Safety Analyst is responsible for supporting the intake, triage, investigation, root-cause analysis, containment coordination, and resolution of fraud-related escalations across RealPage's payments ecosystem. This role will help investigate suspected fraud, account abuse, payment misuse, account takeover, business email compromise, tenant payment fraud, onboarding misses, and emerging fraud concerns. This is a hands-on, technical analyst role requiring strong critical thinking, SQL proficiency, curiosity, and the ability to learn quickly in a fast-moving environment. The role will not own standard monitoring queues, routine onboarding reviews, or durable fraud rule and policy ownership, but will provide structured findings, data-driven insights, and clear documentation to support timely resolution and remediation across operational teams. Responsibilities PRIMARY RESPONSIBILITIES Fraud Escalations & Incident Response Support intake, triage, investigation, and resolution of fraud-related escalations from customers, partners, banks, internal teams, and leadership. Investigate urgent, sensitive, or non-standard fraud matters, including account takeover, business email compromise, tenant payment fraud, unauthorized activity, counterparty fraud, onboarding misses, and payment misuse. Identify whether an escalation may require immediate containment, operational action, product or process remediation, compliance/legal review, or formal incident response. Technical Investigation & Root Cause Use SQL, payment data, account activity, case history, fraud tools, processor records, CRM data, and operational signals to investigate escalated fraud issues and validate root cause. Document data reviewed, root cause, customer impact, actions taken, open risks, ownership handoffs, and recommended follow-up. Track recurring escalation themes, fraud patterns, operational breakdowns, data gaps, tooling gaps, and control weaknesses. Containment & Cross-Functional Coordination Coordinate containment actions with the appropriate operational owners, including account restrictions, payment holds, enhanced reviews, limit adjustments, or customer/partner outreach. Partner with Onboarding Risk Operations, Risk Monitoring Operations, Payment Operations, Customer Support, Product, Engineering, Legal, Compliance/AML, Risk Strategy & Policy, and Data Science as needed to resolve escalations timely and consistently. Support fraud incident response through triage, case summaries, stakeholder updates, action tracking, and post-incident findings. Support recovery and law enforcement engagement through technical investigation and documentation. Process, Communication & Gap Management Coordinate with the appropriate operational owners on containment actions, including account restrictions, payment holds, enhanced reviews, limit adjustments, or customer/partner outreach. Partner with Onboarding Risk Operations, Risk Monitoring Operations, Payment Operations, Customer Support, Product, Engineering, Legal, Compliance/AML, Risk Strategy & Policy, and Data Science as needed to support escalation resolution. Provide clear, customer-sensitive, partner-ready, and executive-ready updates on escalation status, risk exposure, root cause, and resolution path. Qualifications 3-5 years of experience in fraud investigations, trust and safety, fraud operations, payments risk, financial crimes, incident response, technical risk operations, or related risk analytics roles. Hands-on experience investigating fraud escalations, account activity, or payment-related risk in payments, fintech, banking, merchant acquiring, SaaS, marketplace, or digital platform environments. Mandatory SQL experience, with the ability to independently query data, investigate account and transaction activity, validate root cause, and support escalation resolution. Understanding of payments fraud, including card, ACH, bank account risk, unauthorized activity, disputes, chargebacks, returns, payout risk, account takeover, and onboarding risk. Exposure to fraud typologies such as account takeover, business email compromise, synthetic identity, first-party misuse, counterparty fraud, onboarding fraud, stolen payment instruments, tenant payment fraud, or bust-out behavior. Bachelor's degree in Criminal Justice , Finance, Risk Management, Data Analytics, Business, or related field, or equivalent practical experience. Required: Strong critical thinking, investigative judgment, and ability to connect data points across accounts, transactions, tools, and customer narratives. Proactive, resourceful, and self-directed; able to learn new systems quickly, take ownership of ambiguous issues, and drive work forward with limited structure. Ability to manage competing priorities, switch context effectively, and maintain accuracy while handling multiple active escalations or time-sensitive requests. Clear written and verbal communication skills, including the ability to summarize complex fraud issues for customers, partners, internal stakeholders, and leadership. Experience working across disconnected tools, imperfect data, payment systems, fraud platforms, CRM tools, processor portals, case management systems, or internal risk platforms. Preferred experience with property management, rent payments, real estate technology, B2B payments, vendor payments, bill pay, embedded payments, merchant acquiring, or customer-facing fraud response. KNOWLEDGE/SKILLS/ABILITIES Strong critical thinking, investigative judgment, and ability to connect data points across accounts, transactions, tools, and customer narratives. Proactive, resourceful, and self-directed; able to learn new systems quickly, take ownership of ambiguous issues, and drive work forward with limited structure. Ability to manage competing priorities, switch context effectively, and maintain accuracy while handling multiple active escalations or time-sensitive requests. Clear written and verbal communication skills, including the ability to summarize complex fraud issues for customers, partners, internal stakeholders, and leadership. Experience working across disconnected tools, imperfect data, payment systems, fraud platforms, CRM tools, #J-18808-Ljbffr Realpage