Risk and Compliance Specialist I

About The Team:

The UTRIPS is the first of its kind support initiative currently aligned to serving markets across regions. The primary objective of this team is to investigate the risk domain pertaining to compliance or fraud and make decisions. The team also works to generate insights and feedback on improving process efficiency or dollar saving.

About the Role

As part of Uber's Community Operations, the role supports delivering world-class customer service to riders, drivers, eaters, and couriers. Collaborating with the Service Quality, Risk, and Compliance team, the candidate ensures high standards in chat support across Uber's global network. Their efforts maintain seamless operations and uphold Uber's commitment to exceptional and reliable customer experiences.

The candidate identifies and addresses gaps in customer support by supervising task completion, ensuring policy adherence, and providing effective issue resolution for riders and drivers. They analyze dissatisfaction reasons, assess individual performance, and drive improvements in service quality and customer satisfaction.

What the Candidate Will Do:

1. Work on the following four factors: relevance, responsiveness, privilege, and confidentiality
2. Provide accurate, valid and complete information by using the right methods/tools.
3. Independent decision making & ready to work in an ambitious and target based environment.
4. Able to multitask and meet the responsibilities for the day by achievement of targets on a daily basis.
5. Able to suggest and make recommendations for process improvements/changes
6. Capture any bugs/issues found while handling the contacts
7. Identify and Document the data points accordingly

Basic Qualifications:

1. At least 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting or regulated area
2. Clear communication: You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate useful insights
3. Exploration: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter demeanor is a must!
4. Attention to detail with swift execution: We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength
5. Problem Solving: Strong problem-solving skills, Excel skills, and ability to make independent decisions
6. A bachelor's degree from any field is preferred

Preferred Qualifications:

1. Work experience in customer-centric industries is preferred
2. Extensive experience dealing with different markets (countries) and having a good understanding of cultural differences is preferred

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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].