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 You'll Do

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

Basic Qualifications

1. Fluent in English both reading and writing - (B2)
2. Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
3. Exceptional written and verbal communication skills
4. Exceptional reading and interpretation ability, attention to detail
5. Resistance to stress and pressure of working with high severity cases
6. Passion for driving quality and process improvement. Confident presenting feedback and findings to stakeholders
7. Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
8. Strong teamwork skills towards a shared sense of purpose
9. At least 6 months of experience in the area of ​​fraud and safety.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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 accommodations@uber.com.