Risk and Compliance Specialist I

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Role

You will be at the forefront of rebuilding Uber to be a brand not only known for its outstanding product, but for its awesome customer service. You will deliver only the best customer service for riders and partner-drivers globally across multiple support platforms: email, live chat, instant messaging, and phone

Be the charming, natural problem-solver our customers will love. You understand them and will do your best to reach the resolution needed. You will cause riders to continue riding, and partner-drivers to continue operating on the platform. You will also be the reason that customers will rave about the brand and will advocate for us to get more people to be users of the app.

Be goal-oriented, not only for the company and for our vision, but also your career. As you grow within the organization, you will proactively share how you think we could improve the way we do things and drive these changes - after all, in Uber, we adopt new ideas and constant change.

Your Impact In Role

• Respond to account take over, fraud related concerns via email/phone.
• Able to multi-task and meet the responsibilities end of the day.
• Able to suggest and make recommendations for process improvements/changes.
• Escalate concerns/issues to ensure better manage customer experience.
• Fluent in English (Oral & Written).
  
  

The Experience You'll Bring:

Basic Qualifications

• Work experience in high energy, productive environment.
• Excellence in both written and spoken English.
• Exceptional comprehension and writing skills.
• High proficiency using computers (typing, quickly navigating between various tools) and software.
• Excellent problem-solving skills, ability to connect effectively what users are asking for with answers to their true issues
  
  

Passion for creating support experiences that exceed users' expectations.

• Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
• To be an Uber evangelist - you care passionately about the product and getting others excited to ride and partner with Uber.
• A willingness to work on different shifts, totaling 40 hours per week, including weekends, holidays, and weekly evening shifts.
• Willing to be moved from time to time to other projects and accounts or where the business needs them.
  
  

Preferred Qualifications

• A bachelor's degree from any field is preferred but not a requirement.
• 1+ years of total work experience in a high-growth, productive constantly changing environment.
• Work experience in customer-centric industries (ex. Hotels, airlines, banking) is preferred.
• Extensive experience dealing with different markets (countries) and having a good understanding of cultural differences is preferred.
  
  

Technical (Hard Skills) [Required]

Tool Proficiency: Google Sheets, Google Email; Slides, Power Point

Presentation Skills: Can present performance and create a storyline to explian week on week performance

Critical Thinking: Ability to analyze any given situation and make sense of the information at hand to draw a sound conclusion on what our customers are calling/writing about,

Investigation Skills: Able to find answers with limited time and resources; resourceful and know how to ask the right questions, through open ended questions

Non-Technical (Soft Skills) [Required]

Communication: Strong verbal communicator and able to interact with many types of partners; demonstrates ability to set clear expectations and communicate status to customers, colleagues, management

Proficient in the English language, both in written and verbal modalities:

Written: Candidate should be able to construct grammatically correct sentences and able to detect grammatical errors.

Verbal: Ability to modulate, control rate of speech, pitch, and pronunciation of words with little or no influence of the first language or regional variation; enunciation does not interfere with ease of understanding.

Problem-Solving: Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc.

Customer-Service Mentality (Customer Obsession): Demonstrates a customer-focused attitude toward solving problems; understands the importance of creating a world-class customer support experience.

Comfort with Ambiguity: Motivated and able to operate with minimal oversight, comfortable navigating new and challenging situations / processes; displays emergent leadership.