Fraud & Abuse Claims Handler

2 weeks ago

London, United Kingdom Deliveroo Full time

**Deliveroo**

Deliveroo is on a mission to be the definitive food company. We want to be the platform that people turn to whenever they think about food. We continue to operate in a competitive marketplace but have achieved so much over the past year, including growth in our Hop, Grocery, Editions, Signature & Plus businesses.

We continue to innovate and challenge ourselves on what we should deliver next to achieve our mission. We are investing and building teams to help us launch new products. It's an exciting time to join and while we have made great progress, we are just getting started

**The Role**

The Trust team works to build trust and keep bad actors out of all sides of our marketplace: consumers, riders and partners. Reporting to the Rider Reviews Manager, you will work within the trust team to investigate fraud and abuse, help the business understand cause of issues and highlight areas of improvement for our product and data science teams. Your success will require in-depth knowledge, proactivity, and being supportive with everyone in the team.

Your main responsibilities will include:

- Reviewing orders associated with consumer claims and other fraud and abuse signals at an order level to identify behavioural data that can be indicative of whether a rider, the customer or partner is an abuser or not, i.e. check photos for incorrect items, lateness for late claims, kitchen-to-customer time for cold food or order journey.
- Combine and consider a range of signals to build a more comprehensive picture of the potential abuser and submitting individual assessments and recommendations promptly.
- Make a call as to whether the rider, customer or partner was an abuser or not, basing your decision on the information available for both the claim and the order level, and on their history with Deliveroo to date.
- Provide feedback on customer care and rider policies, and potential gaps in our fraud and abuse detection and prevention methods.
- Support other ad hoc back-office tasks relating to fraud and abuse prevention.
- Participate in team meetings, company activities and development opportunities
- Rotational shift work including weekends and bank holidays
- Desirable_
- Experience in quality assessing/auditing.
- Technical skills, i.e. the ability to collate data from multiple sources including data dashboards, to decide an outcome.
- Ability to spot small changes and things that "just don't seem right"
- 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 many great 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 startups in an exciting space.

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