Fraud Chargeback Supervisor

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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The Risk Operation team is responsible for managing diversified risks and operational issues associated with our products and business flows, ranging from payment risk, fraud risk, credit risk to compliance and security risk, tracking industry-leading technical prevalence, developing innovative solutions.

We are looking for an experienced chargeback supervisor to manage the chargeback team and achieve the target of risk management while maintaining a positive user experience.

Team Management & Training

• Supervise a team of chargeback analysts.
• Conduct regular training on chargeback rules and internal SOPs.
• Monitor team performance and provide constructive feedback.

Process Optimization

• Streamline dispute workflows to reduce resolution time.
• Implement quality control measures for dispute resolutions.
• Develop strategies to improve win rates and reduce financial losses.

Collabrations

• Work together with the fraud prevention team to mitigate risks.
• Resolve the issues eslcated from Customer Service.
• Collaborate with Compliances/ITs/HRs/Admins.

Required

• 3+ years in chargeback operations.
• 1+ year in a supervisory role (Fintech/Banks/Payments).
• Deep knowledge of chargeback rules (CID or Mastercard Chargeback Guide).
• Fluent in English and Spanish.

Preferred

• Experience in fraud preventions.
• Data analysis skills (Excel/SQL).

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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