Fraud Operations Specialist

Company Overview:
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.

LI-Hybrid

Team Overview:
We are seeking for a Fraud Operations Specialist to join our team at Didi. In this role we’re looking for a specialist with experience in risk operations to manage transaction alerts, contact cardholders to confirm transaction information, resolve authorization issues, and respond to key loss metrics while maintaining a positive customer experience.

Role Responsibilities:

- Investigate fraud patterns for suspicious accounts
- Conduct a thorough investigation of accounts suspected of being used as mule accounts
- Detailed analysis of SPEI transactions, identifying risky patterns, collusion cases, velocity check controls, among others
- Collaborate with anti-fraud teams from other institutions to conduct in-depth investigations
- Receive and make calls from customers to verify potentially suspicious transactions
- Ensure a high standard of customer service
- Assess the legitimacy of high-risk transactions based on customer behavior patterns and system alerts
- Provide prompt and accurate solutions to resolve blocking issues while ensuring account security
- Document interactions and actions taken in the system to maintain a detailed record.
- Collaborate with other internal teams to resolve complex cases and improve fraud detection processes.
- Analyze fraud trends to identify potential improvements in prevention procedures.
- Mitigate risks to prevent losses
- Work with the investigation, strategy, and customer service team to review and audit false positives from risk rules to improve user experience.

Role Qualifications:
Strong Excel skills, excellent written and verbal communication abilities, and a proven capacity to work independently while managing multiple priorities are highly valued. We’re also looking for someone who can generate actionable insights to help inform and improve cross-functional decision-making.

If you have solid fraud prevention knowledge, a customer-focused mindset, and outstanding communication skills, we encourage you to apply.

EEO Statement:

- 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.**

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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