Fraud Investigator

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Job Description

The Trust team works to build trust and keep bad actors out of all sides of our marketplace: consumers, riders and partners. You will work within our fraud operations team to investigate fraud and abuse through automated decision making, help the business understand root cause of issues and highlight areas of improvement for our product and data science teams. Success in this role will require in-depth knowledge, a proactive approach, a focus on getting things done and being supportive with everyone in the team. This role is based of Hyderabad office of Deliveroo and there are no relocation assistance provided for this role.

What you’ll be doing

Conducting in-depth reviews of customer claims and historical data to identify behavioural patterns indicative of potential abuse, including assessing supporting evidence such as photos for incorrect items, analysing delivery timelines for late claims, and evaluating kitchen-to-customer transit times for cold food disputes.
Combining and considering a range of signals across all areas of fraud and abuse at Deliveroo to build a more comprehensive picture of the customer or rider and submitting individual assessments in a timely manner.
Provide feedback on policies relating to all sides of our marketplace( consumers, riders and partners) and any potential gaps in our fraud and abuse detection and prevention methods.
Supporting your Team Leads on other ad hoc tasks and escalations relating to fraud and abuse prevention.
Defending and handling disputes that Deliveroo has received through PayPal and Klarna.
Evaluating our top customers to ensure they are receiving the highest quality of service while maintaining a balance between this and adherence to Deliveroos compensation policies.
Reviewing compensation claim disputes submitted by Partners on the Deliveroo platform and submitting individual assessments whether the allocation of the refund to the Partners was correct.
Reviewing rider behavioural data, patterns as well as riders flagged by internal policies and to make informed decisions on whether a rider is involved in fraudulent behaviour.
Maintaining accountability to productivity and quality expectations while adapting to the changing requirements of the business.

Requirements

Experience in a fraud prevention role at the merchant or issuer level.
Meticulous attention to detail
Willingness to take initiative & gain new responsibilities
Demonstrates a strong commitment to thoroughness and precision
Outstanding communication skills in English
Strong computer skills and analytical ability (i.e. collating data from multiple sources including data dashboards, to decide an outcome)
Proficiency in document and spreadsheet use (Google or Microsoft)
A curiosity to learn and develop in the fraud and abuse domain.