Fraud Ops Specialist

About The CompanyDiDi 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.For more information, please visit: www.didiglobal.com/newsAbout The Team/roleWe 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.In this role, you'll be...Investigate fraud patterns for suspicious accountsConduct a thorough investigation of accounts suspected of being used as mule accountsDetailed analysis of SPEI transactions, identifying risky patterns, collusion cases, velocity check controls, among othersCollaborate with anti-fraud teams from other institutions to conduct in-depth investigationsReceive and make calls from customers to verify potentially suspicious transactionsEnsure a high standard of customer serviceAssess the legitimacy of high-risk transactions based on customer behavior patterns and system alertsProvide prompt and accurate solutions to resolve blocking issues while ensuring account securityDocument 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 lossesWork with the investigation, strategy, and customer service team to review and audit false positives from risk rules to improve user experience.We're eager to be in touch because you have...We are seeking for professionals with a strong background in customer service and fraud prevention—ideally with at least two years of experience in credit and/or debit card transaction risk management or fraud detection. The ideal candidate thrives under pressure, stays calm in high-stress situations, has a flexible schedule, and consistently delivers outstanding service while safeguarding the integrity of our operations.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.You'll love working at DiDi because...We create user valueWe 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-drivenWe 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.Win-win CollaborationSuccess 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 integrityIntegrity 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.GrowthWe always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.Diversity and InclusionDiversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.We are committed to building inclusive and diverse teamsAt 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.