Senior Investigator, Trust and Safety

  • Uber Technologies
  • Phoenix, AZ, USA
  • Aug 06, 2022

Job Description

About the Role

As a Senior Investigator for our Trust and Safety Investigations Team (based out of Phoenix -- 201 E. Washington St), you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our top internal customers - Communications, Trust & Safety, Insurance and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands.

What You'll Do

• Handle a high volume caseload of urgent and critical incident types
• Providing thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
• Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Learn and master multiple knowledge base and contact management systems
• Contacting, interviewing and obtaining statements from reporting parties, witnesses and accused parties to secure vital information.
• Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements
• Utilize emotional self-regulation with empathy in all communications

Basic Qualifications

One year of experience conducting investigations or handling urgent and high-priority issues, such as accidents, safety concerns, critical incidents, insurance claims, :

OR one year of Uber customer support experience maintaining a high level of performance, as demonstrated by meeting or exceeding expectations in current role for a minimum of six months

Preferred Qualifications

• AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
• Investigations experience in Law Enforcement, Claims Liability, HR
• Experience in Crisis Management and/or Sensitivity Training, empathetic communicator
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Experience interviewing both parties to an incident either in-person or over the phone
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Commitment to excellence in behavior, performance and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Ability to adjust and adapt in a dynamic work environment
• Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences
• Proven computer and time management skills
• Willingness to work weekends, holidays and outside a standard 8 to 5 shift

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have a curiosity, passion and collaborative spirit, work with us, and let's move the world forward, together.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please let us know by completing this form.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, Uber recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company's discretion.

Industry

Software and Services

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