Risk and Compliance Specialist II - Risk and Fraud Docs

About the Role

The Review Center agent position is responsible for investigating safety/fraud reports raised through the appeal center and categorizing these reports as per the Uber standard. By evaluating customer support contacts to ensure there are no fraudulent or safety concerns, to determine deactivation/reactivation actions on the driver's account.

The ideal candidate is a methodical but creative thinker who has a passion for investigation and process improvement. The team member must thrive in the type of environment that is ambiguous, fast-paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is critical.

What the Selected Candidate Will Do

• Perform Jira-based ticket reviews to ensure the driver's accounts do not present fraud/safety concerns.
• Documents all findings within Jira and analyzes related accounts/behaviours.
• Provides the final decision about appeals to determine if the account should be activated or not.
• Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders when necessary.
• Participate in or lead projects or initiatives for continuous improvement
• Participate and lead shadowing sessions with the Program Team
• Conduct high-priority investigations requiring subject matter expertise
• Contributes to team effort by accomplishing related results as needed
• Maintain focus on data integrity and producing work of the highest quality

• Advanced English Proficiency: Demonstrated fluency in both written and verbal communication in professional settings.
• 2+ Years of Experience in High-Precision Environments: Proven track record in roles requiring meticulous attention to detail, diligence, and a high level of personal accountability.
• 1+ Year of Experience in Dynamic or Undefined Process Environments: Comfortable operating in evolving workflows, with adaptability to changing procedures and ambiguity.
• Strong Process-Oriented Mindset: Experience with continuous improvement initiatives; ability to identify inefficiencies and contribute to workflow enhancements.
• Outstanding Communication Skills: Exceptional written and verbal communication, including the ability to convey complex information clearly and professionally.
• Excellent Analytical and Interpretation Abilities: High level of reading comprehension and attention to detail, especially when working with complex or sensitive information.
• Composure Under Pressure: Demonstrated ability to maintain focus and deliver high-quality work while managing high-severity or high-pressure situations.
• Quality and Process Improvement Enthusiast: Passionate about raising standards and optimizing outcomes; confident in sharing constructive feedback and insights with stakeholders.
• Proficiency in Productivity Tools: Skilled in using email, calendar, and collaborative tools within Google Workspace or Microsoft Office Suite (including Excel and PowerPoint).
• Collaborative Team Player: Strong interpersonal skills with a commitment to contributing to team goals and fostering a shared sense of purpose.

• Experience in Safety / Fraud environments