Risk and Compliance Specialist II

About The Role

In this role, you will provide a seamless experience designed to gain or win back trust, engage key users through excellent support, and inspire customer loyalty. Due to the high visibility of our users, this team is expected to perform at unparalleled levels. You will be a critical point of contact for internal leaders across Communications, Trust & Safety, Insurance, and Legal, including members of Uber's Executive Leadership Team. Your work directly impacts platform integrity by ensuring that data privacy is protected and legal compliance is maintained through rigorous review standards.

What You'll Do

• Legal and Privacy Case Management: Perform detailed reviews of user data requests, legal holds, and privacy-related inquiries to ensure compliance with global regulations.
• Privacy Rights Execution: Take precise actions on accounts in accordance with data protection laws including data deletions, access requests, and information restriction.
• Complex Problem Support: Provide high-quality support for complex customer issues that may not have well-documented procedures, utilizing critical thinking to find the best path forward in legal and privacy matters.
• High-Level Communication: Demonstrate deep empathy while resolving sensitive customer concerns, providing outbound phone support when necessary to resolve complex legal cases.
• Escalation and Timeline Management: Manage ticket-based cases with high attention to detail, resolving escalations within established Service Level Agreements (SLAs) and ensuring executive-level quality in every interaction.
• Resource Application: Quickly identify internal and external resources to solve specific problems and apply critical thinking to use those resources effectively in a regulated environment.
  
  

What You'll Need

• Excellent Customer Service Skills
• Excellent verbal, written and interpersonal communication skills
• Critical Thinking - Evidence Analysis & Evaluation: Consistently analyzes and evaluates evidence, arguments, claims, and beliefs from validsources.
• Attention to Detail: Easily and quickly identifies resources that may help solve a specific problem and applies critical thinking to using those resources effectively.
• Communication - Written: Consistently writes clearly, uses correct grammar, and understands the intended audience of documents that are produced.
• Decision Making - Prompt Escalation: Recognizes most of the cases that apply when it is best to personally handle customer needs versus when to direct the customer elsewhere
• Decision Making - Prioritization: Recognizes above 80% of priorities, then implements solutions based on an understanding of business needs.
• Proactivity and Initiative: Goes above and beyond the job description and task assigned to generate a world-class experience to a user
• English - Written and Oral - at least B2 in both areas
  
  

Preferred Qualifications

• At least 1 year of working experience in customer service roles
• Ability to work cross-functionally with other departments.