Fraud Investigator

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.

Why Deliveroo?
We're building the definitive online food company, transforming the way the world eats by making hyper-local food more convenient and accessible. We obsess about building the future of food, whilst using our network as a force for good. We're at the forefront of an industry, powered by our market-leading technology and unrivalled network to bring incredible convenience and selection to our customers.

Working at Deliveroo is the perfect environment to build a definitive career, motivated by impact. Firstly, the impact that working here will have on your development, allowing you to grow faster than you might elsewhere; secondly, the impact that you can have on Deliveroo, leaving your mark as we scale; and finally, being part of something bigger, through the impact that we make together in our marketplace and communities.

Benefits And Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing enterprises in an incredibly exciting space.