About the Company

Deliveroo is building the definitive online food company, aiming to transform how the world eats by making hyper-local food more convenient and accessible. Leveraging market-leading technology and an extensive network, the company focuses on innovation, convenience, and selection for its customers. The company emphasizes employee development, impact on the business’s growth, and collective contribution to the marketplace and communities. Deliveroo values diversity and inclusivity, encouraging applications from individuals with a passion for food and a desire to contribute to a fast-growing enterprise.

Job Description

Deliveroo is seeking a Fraud Investigator to join their Trust team in Hyderabad. This role involves investigating and preventing fraud and abuse within Deliveroo’s marketplace, which includes consumers, riders, and partners. The Fraud Investigator will analyze data, identify fraudulent patterns, provide feedback on policies, and collaborate with product and data science teams to improve detection and prevention methods. The position requires a proactive approach, attention to detail, and the ability to work effectively within a team. The role is based in the Hyderabad office, with no relocation or visa sponsorship provided.

Responsibilities

• Conduct in-depth reviews of customer claims and historical data to identify behavioral patterns indicative of potential abuse.
• Assess supporting evidence such as photos for incorrect items, analyze delivery timelines for late claims, and evaluate kitchen-to-customer transit times for cold food disputes.
• Combine and consider a range of signals across all areas of fraud and abuse at Deliveroo to build a comprehensive picture and submit timely individual assessments.
• Provide feedback on policies concerning consumers, riders, and partners, and identify potential gaps in fraud and abuse detection and prevention.
• Support Team Leads on ad hoc tasks and escalations related to fraud and abuse prevention.
• Defend and handle disputes received through PayPal and Klarna.
• Evaluate top customers to ensure high-quality service while balancing this with adherence to compensation policies.
• Review compensation claim disputes submitted by Partners on the Deliveroo platform and assess the correctness of refund allocations.
• Review rider behavioral data and patterns, as well as riders flagged by internal policies, to make informed decisions on fraudulent behavior.
• Maintain accountability to productivity and quality expectations while adapting to changing business requirements.

Qualifications

• Experience in a fraud prevention role at the merchant or issuer level.
• Meticulous attention to detail.
• Willingness to take initiative and gain new responsibilities.
• Demonstrates a strong commitment to thoroughness and precision.
• Outstanding communication skills in English.
• Strong computer skills and analytical ability, including collating data from multiple sources and 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.

Skills

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Other Information

The role requires availability on specific dates for an in-person assessment. Applications submitted during a holiday period will have a delayed review process. The company offers various benefits related to health, family, finance, community, convenience, growth, time away, and relocation.

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