Renee Allison

As a Trust and Safety Analyst at SEEK, I constantly monitor user activities and job postings on the SEEK ANZ platform to identify any signs of fraudulent or non-compliant behaviour. My role includes conducting research and analysis into ever-evolving fraud trends as well as legislative changes that impact SEEK's userbase. I also assist with managing internal requests from various teams throughout SEEK as well as high priority requests from government departments and federal and state law enforcement agencies.

I've also developed an interest in automating various processes using PowerAutomate - giving the team more time to focus on our core job - and creating custom reports in Excel.

• Assisted with customer queries via email + Troubleshooting issues with third-party uploaders (including XML uploads) + Training of new staff + Creation of outbound email templates + Creation of internal help center documentation, focusing on corporate Zendesk use as well as legal standards and definitions relevant to the role
• Renee Allison - page 1 + Assisted Victorian agents with bringing advertisements into compliance with the March 2021
• Tenancies Act changes

• High volume (1000+ orders per week) auditing of online orders for potential fraud risk, saving the company approximately $50,000 per month in chargebacks/loss of goods
• This also involved creating detailed cases regarding known fraud to ensure the individual could be prosecuted
• Created fraud workflows and standards
• Alerting Victoria Police and the Australia Cyber Security Center to actual fraud, including frequently liaising with members of Victoria Police to ensure all relevant evidence was forwarded and documented
• Responding to Fair Trading/Consumer Protection complaints to ensure that the company remained in good standing and was not in violation of any relevant legislation or industry guidelines
• Raised Google Reviews from 3.9 to 4.2 over a 6 month period and TrustPilot from 8.7 to 9.3 in the same period
• Rewriting of returns policies and terms and conditions to ensure they were in line with recent changes to legislation and were easier for customers and staff to interpret
• Rewrote customer-directed emails such as shipping notifications, fraud process requests and warranty claim messages to be more in line with the company’s preferred voice