Uber
Jobs: 3224
Headquarter: United States

Service Quality, Risk, and Compliance Specialist II

Starting June 14, 2021, successful external candidates may receive a one-time sign-on bonus of $500! Apply today to join Uber and ignite opportunity by setting the world in motion.

 


ABOUT THE JOB
At Uber, providing outstanding customer support that establishes trust for riders and driver customers—our community—is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service executed in the smartest, most efficient way.

Risk & Compliance is a critical part of Uber’s success, working with stakeholders across the business to ensure compliance to regulatory standards, and we’re looking for a COE Specialist II, (you!), to support efforts within our Phoenix Center of Excellence (COE). As an R&C COE Specialist you will be tasked in quickly and accurately completing process work on a variety of mission-critical tasks that are marked as too sensitive or too new to move to a permanent home. This role relies on multiple tools and modalities to ensure our partner supply is not impacted by regulatory change.

This role changes every day. Your Monday will not look like your Friday and maintaining an open mind to these changes are critical.

 

**Uber does not provide visa sponsorship for this role**

 

 

WHAT YOU'LL DO

 

  • Maintain excellent interpersonal skills and integrity while delivering outstanding customer service
  • Be able to learn and master multiple systems (knowledge base and various contact management systems)
  • Communicate quickly and effectively to various levels internally at Uber and externally to users as needed
  • Be a subject matter expert on processes and may help internal Uber specialists as well as users with sophisticated problem solving
  • Follow process maps to complete processing tasks to provide support to various crucial initiatives to US/CA
  • Investigate fraud instances and action / adjudicate users accordingly
  • Conduct outbound call campaigns on the most critical issues
  • Day-to-day completion on 200+ crucial processes, ensuring 100% delivery week over week.
  • Support supply campaigns sought at getting earners on the road
  • Update and audit partner documentation

 


BASIC QUALIFICATIONS

  • Prior internship or experience in compliance/quality focused industry such as banking, insurance underwriting, or lending, though others are acceptable

 

 

PREFERRED QUALIFICATIONS

 

  • Experience in Phone Based Customer Service Experience
  • Strong analytical/technical skills
  • Advanced Excel or Google Sheets skills
  • SQL / Python / Google Apps scripting
  • An extremely high attention to detail
  • Excellent written and verbal communication skills including ability to listen effectively; ability to switch tones between internal technical process and external customer communication
  • Ability to multi-task, prioritize, and handle time effectively
  • Integrity, and follow-through on tasks
  • Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of user


ABOUT THE TEAM
Risk & Compliance is a critical part of Uber’s success, working with partners across the business to ensure compliance to regulatory standards. R&C agents complete high quality reviews and projects within the scope of the organization, including background checks, audit related work, and fraud mitigation. We work in concert with the Program teams, Legal teams, and others to ensure compliance to all regulatory standards and mitigate risk.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Service Quality, Risk, and Compliance Specialist II
Uber