Trust and Safety Investigator

September 11, 2024

Uber

Phoenix

FULL TIME

About the Role

As a Trust and Safety 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 and 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

Willingness to work weekends, holidays and outside a standard 8 to 5 shift

Minimum of:

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

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

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$28.75 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

We regret to inform you that this job opportunity is no longer available