Role: Fraud Analyst and COE Specialist
Location: Hyderabad, Vishakapatnam
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Fraud Analyst:
About the Role
APAC Payments is a new Global team responsible for the strategy and delivery for Payments and Financial products across Uber's Mobility and Delivery businesses in APAC. The team's focus is to design and implement a payments strategy that meets customers' needs at best cost, with low fraud, and full compliance. As a Fraud Analyst in APAC the Payments team, you will be pioneering new techniques every day to detect and counter bad actors all over the world who are constantly adapting and discovering new ways to abuse our platform. This is an APAC role across Delivery and Mobility.
What You'll Do
- Develop & Optimise processes: Scale new and existing fraud detection and prevention processes to decrease operational risks; Identify operational and product weaknesses and help improve or innovate new processes
- Coordinate execution: Coordinate with other members of the Product, Operations, Risk, ProdOps, and other Teams to measure the impact and efficiency of new and existing rules, processes and policies - then, suggest and execute the required changes to improve the user experience based on data
- Analytics: Analyzing large sets of data in context of all known or emerging fraudulent patterns to inform important strategic decisions, design and implement processes that improve fraud detection and prevention
- Strategy: Understand individual market needs while considering holistic direction to choose which projects the team should prioritize to optimise business impact
- Reporting: Build, maintain, and communicate detailed reporting models to track and inform risk metrics and specific actions taken place. Be the point of contact and to provide support for escalations, questions and fraud related inbounds
- Stakeholder management: Capable of working effectively across many stakeholders in many countries to ensure alignment, understanding and fast action.
- Be fast, resourceful, and take initiative: Take ownership of the fraud process and do everything you can to increase detection and prevention
Basic Qualifications
- Strong analytical skills to understand and deep dive situation
- Ability to create clear insights from data
- Stellar knowledge of Excel and SQL
- Extremely proactive, self starter mentality with strong organisational skills. Able to prioritise with minimal oversight.
- Excellent communication and interpersonal skills. Ability to work effectively with people from many functions, countries and levels of seniority.
- An owner-mindset. Will take ownership of outcomes & have the ability to work with business unit teams to identify issues and drive performance.
- Ability to communicate complexity in a simple & clear manner to any audience, both verbally and in writing.
What You'll Need
- Previous experience with fraud mitigation
- Experience with Python and using it to automate processes
- Preferred experience with fraud rule engines and creation of rules
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
COE Specialist:
Strong Verbal And Written Communication (REQUIRED)
- Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
- Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
- In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
- Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanour while juggling multiple, high-priority tasks concurrently
- Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
- Social Media - Ticket Handling
- Communicate with high profile riders and influencers on social media and represent Uber's support spirit
- Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, MFI escalations, provide language support to SL/BD, supports Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
- Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
- Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we'd want you to be on the same page
- Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
- Identify patterns and help in making the support systems better as we scale
- Voice and speech capabilities
- Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus
- RCA and deep dives
- Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
- Understand post virality, have the ability to monitor and control it
- Be able to report viral post trends so internal teams can take the right action in a timely manner
- Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
- Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)
- Insight generation
- Should be able to relate support opportunities with Uber's business needs and hence identify process/policy insights from BAU activities
- Creative Responses
- Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experience to a positive one.
- Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. In turn leads to positive brand sentiments.
- Delighter Program: Should be inclined to engage with the Rider/drivers on Social, ideate a delighter and execute it end to end for creating positive stories on social media.
- Understanding Social Media platforms and metrics
- Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
