Jocelyn Smith
Corona,CA
Summary
Trust & Safety professional with 20+ years of experience in compliance, case investigations, background check support, onboarding operations, risk assessment, and customer account security. Experienced using Salesforce and internal case management systems to investigate escalations, resolve complex account issues, maintain confidentiality, and make accurate, policy-driven decisions in fast-paced environments.
Overview
1
1
Language
15
15
years of professional experience
Work History
Fraud & Identity Specialist (contractor)
Instacart
San Francisco, California
05.2025 - Current
- Investigate complex Trust & Safety cases using Salesforce and internal case management tools.
- Reviewed shopper accounts to identify fraud, policy violations, and integrity concerns, ensuring compliance and security.
- Documented investigations and case findings in Salesforce, facilitating clear communication and resolution tracking.
- Apply company policies consistently to make fair, data-driven decisions.
- Escalate high-risk or complex cases to the appropriate internal teams.
- Maintain confidentiality while handling sensitive customer and account information.
- Achieved productivity and quality metrics while managing complex cases in a fast-paced environment.
Senior Expert/Lead Community Support Specialist
Uber Technollogies
Los Angeles, California
07.2018 - 08.2024
- Guided drivers through onboarding, resolving background check and identity verification issues to facilitate timely start.
- Investigated delayed background checks and account eligibility concerns.
- Managed customer cases, documenting resolutions to ensure consistent service and issue tracking.
- Provided support through phone, chat, video and in-person interactions.
- Performed Risk & Compliance audits of driver profile photos and driver licenses.
- Processed unemployment claims during COVID-19 pandemic, ensuring compliance with company policies while supporting affected individuals.
- Built and maintained UberEats merchant menus.
Registered Agent Specialist
LegalZoom
Glendale, California
10.2015 - 02.2016
Insurance Verification Specialist
Qualfied Billing & Collections
Los Angeles, California
07.2011 - 06.2015
- Verified insurance eligibility for patients using proprietary billing software.
- Communicated with patients regarding their insurance coverage and verification status.
- Coordinated with healthcare providers to gather necessary documentation for claims processing.
- Entered data in EMR database to record payer, authorization requirements and coverage limitations.
- Resolved discrepancies in patient records by collaborating with internal departments.
- Trained new staff on insurance verification processes and best practices.
Education
Bachelor of Arts - Liberal Arts
Arizona State University
Tempe, AZ05-2023
Associate of Arts - Sociology
El Camino College
Torrance, CA06-2022
Skills
- Documentation management
- Background check support
- Account investigations
- Risk management
- Salesforce
- Fraud prevention
- Identity Verification
- Customer Support
- JIRA
- Google Workspace
- Microsoft Office
- Case management
- Team collaboration
- Attention to detail
Languages
Spanish
Professional
Timeline
Fraud & Identity Specialist (contractor)
Instacart
05.2025 - Current
Senior Expert/Lead Community Support Specialist
Uber Technollogies
07.2018 - 08.2024
Registered Agent Specialist
LegalZoom
10.2015 - 02.2016
Insurance Verification Specialist
Qualfied Billing & Collections
07.2011 - 06.2015
Bachelor of Arts - Liberal Arts
Arizona State University
Associate of Arts - Sociology
El Camino College