Risk and Compliance Specialist II - GATO

About the Role

We are looking for a highly motivated and customer-focused Risk and Compliance Specialist II to join Uber’s Proactive Global Account Takeover (ATO) Team. In this role, you will proactively engage with high-value earners impacted by account security and verification-related issues, helping protect their accounts while delivering a seamless and supportive experience.

As a Risk and Compliance Specialist II, you will conduct outbound outreach to Diamond earners affected by Account Takeovers (ATO), assist earners experiencing wallet verification challenges, and manage assigned cases through resolution. You will leverage internal tools, risk signals, and operational workflows to identify potential account compromise, support account recovery efforts, and ensure compliance with established policies and procedures.

You will serve as a critical point of contact for earners navigating account security incidents, helping them regain access to their accounts and complete required verification steps. Success in this role requires strong communication skills, sound judgment, attention to detail, and the ability to balance fraud prevention objectives with a high-quality customer experience.

You will work closely with teammates, senior specialists, quality teams, and cross-functional stakeholders to identify emerging fraud trends, address operational challenges, and improve proactive account security operations. As part of the Global ATO Team, you will play a vital role in protecting Uber’s most engaged earners while strengthening trust and safety across the platform.

If you are passionate about fraud prevention, account security, and providing exceptional customer support, we'd love to hear from you.

Your Impact in Role

• Conduct proactive outbound outreach to Diamond earners impacted by Account Takeovers (ATO) to facilitate account recovery and minimize fraud-related impact

• Engage earners experiencing wallet verification issues and provide guidance through approved messaging channels to help complete verification requirements

• Review account activity, risk signals, and case details to identify potential security concerns and support appropriate remediation actions

• Monitor, manage, and follow through on assigned cases to ensure timely resolution and adherence to service-level expectations

• Assist earners with account recovery processes, account security education, and verification requirements

• Apply risk policies, operational procedures, and compliance guidelines to make accurate and consistent decisions

• Maintain detailed and accurate documentation of customer interactions, investigations, and case outcomes

• Escalate complex, high-risk, or emerging fraud trends to senior specialists or stakeholders when appropriate

• Deliver a high-quality customer experience while balancing security, risk mitigation, and operational efficiency

• Meet productivity, quality, and service-level expectations while managing multiple cases simultaneously

• Adapt to evolving fraud trends, policy updates, operational priorities, and new investigative tools

• Contribute to continuous improvement initiatives by identifying process gaps, customer pain points, and opportunities to strengthen proactive account security operations

• Flex across Account Security, Risk, and Verification workflows when operational support is required

The Experience You'll Bring:

Basic Qualifications:

• 1+ years of experience in fraud operations, risk investigations, trust & safety, compliance, customer support, account security, or a related operational role

• Strong written and verbal communication skills with the ability to engage professionally and empathetically with customers

• Strong analytical and problem-solving skills with the ability to assess risk and make sound decisions based on available information

• Excellent attention to detail and ability to maintain accuracy in a high-volume operational environment

• Ability to manage multiple priorities while meeting productivity, quality, and service-level expectations

• Experience working with structured processes, policies, and operational guidelines

• Proficiency in navigating multiple systems, tools, and workflows simultaneously

• Demonstrated ability to work independently while collaborating effectively within a team environment

• Strong organizational and time management skills

• Customer-focused mindset with the ability to handle sensitive account security situations professionally

• Flexible and available to accommodate rotating schedules, including nights and weekends

• Willingness to adapt to changing business needs, fraud trends, and operational priorities

Preferred Qualifications

• Experience handling account takeover, fraud prevention, account recovery, identity verification, wallet verification, account security, or trust & safety investigations

• Experience providing proactive customer outreach and support through messaging, email, or other customer communication channels

• Familiarity with risk signals, authentication methods, device intelligence, account recovery workflows, or fraud detection concepts

• Experience working with case management systems and operational investigation tools

• Knowledge of fraud trends, account security best practices, and online abuse vectors

• Experience supporting high-value customers, earners, or premium customer segments

• Experience working in a global operations or shared-services environment

• Familiarity with data analysis tools, dashboards, or reporting platforms

• Experience identifying process improvement opportunities and contributing to operational excellence initiatives

• Ability to quickly learn new systems, tools, and investigative methodologies

• Passion for user protection, platform integrity, fraud prevention, and delivering exceptional customer experiences