Foundations
Inflammatory Language, Blind Accusations, Assigning Blame and Labels as Truth
What are the Four Nevers?
Main tool used to detect Account Takeovers.
What is the Activity Log?
The user poses a higher media risk.
What is a Whiteglove Flag?
Bad actor access an account that belongs to a good user without authorization.
What is Account Takeover (ATO)?
Emails to or from our users.
What is a ticket?
Full Name, Financial Information, Criminal Record, Education Information, etc.
What is Personal Identification Information?
System used to either temporarily quarantine or permanently remove user accounts.
What is Ghosting?
These will often display information, or contain the findings of another agents investing.
What is a Note or Strike Flag?
Action taken to notify a user to refrain from non-malicious behavior.
What is education?
Providing information about one or more aspects of the data.
What is metadata?
You may share account details, including PII, on a need-to-know basis.
What is the Shift Deputy & Lead?
Main tool used to identify connected accounts.
What is the Fraud Trace?
Case may still be ongoing and agent needs to get in touch with the assigned case manager before reaching out.
What is a Sensitive - Do Not Contact Flag?
When work flow dictates no signals of fraud.
What is unfreeze payouts?
Tool used for second opinions, escalations, and collaboration with specific teams.
What is Slack?
"The Host listing has damages upwards of $10,000, e.g. there are holes in the wall and broken windows." This is an example of what position.
What is the Trust & CS Team?
Being comfortable with not being certain.
What is decision making for an agent?
User is in Airlock and prevents them from taking any action on before completing verification.
What is Required Checkpoint for Reservation Flag?
The action we take when want to ensure that only the true owner has access to an account.
What is securing account?
Tool platform that is used to house all interactions with Airbnb users.
What is Nova?
Eliminate the personal language, Avoid redundant information, Practice self-control and Avoid making broad generalizations. Are examples of what?
How to avoid the "Four Nevers"?
1) Potential Property Damage.
2) Potential Personal Safety Issues.
3)Severe loss of trust and feeling of safety.
What is User Knowledge Operations?
They display information left by either trust & community support agents or by the system.
Why are admin flags important in your investigation work.
Listing that is not real, and is published for financial gain.
What is Malicious Fake Inventory?
1. Greet the user.
2. Identify the issue.
3. Resolve the issue.
What are the steps to structuring your communications?