Inbound Fraud Detection Analyst (Cuauhtémoc)

Company Overview

DiDi General Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia‑Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra‑city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

LI‑Hybrid Team Overview

We are looking for an Inbound Fraud Detection Analyst to join our Fraud Operations team. In this role, you will serve as a key point of contact for customers when potential fraudulent activity is identified, helping protect accounts while delivering a professional and empathetic customer experience.

Role Responsibilities

• Handle inbound calls related to potential fraudulent transactions and account security concerns.
• Review and resolve fraud alerts generated by monitoring systems following defined operational procedures.
• Verify customer identity using security questions and authentication methods.
• Assess transaction legitimacy based on behavioral patterns, account activity, and risk indicators.
• Confirm or discard fraudulent activity and take appropriate actions, including card blocking and replacement when necessary.
• Monitor and follow up on blocked cards and related actions to ensure proper resolution.
• Accurately document customer interactions, decisions, and actions taken in internal systems.
• Collaborate with investigation and fraud analysis teams when escalation or case creation is required.
• Provide feedback on observed fraud patterns and operational opportunities to improve detection and prevention processes.

Role Qualifications

• Previous experience in fraud detection, fraud operations, or customer‑facing roles within financial services or fintech environments.
• Strong verbal communication skills, with the ability to handle customer interactions calmly and professionally.
• The ability to follow established procedures while exercising sound judgment in dynamic, high‑pressure situations.
• A foundational understanding of fraud risks, transaction monitoring, and customer authentication processes.
• High attention to detail and the ability to accurately document actions and decisions.
• A customer‑focused mindset, combined with a strong sense of responsibility for account security and fraud loss prevention.

EEO Statement

• We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data‑driven - We are strong believers in making informed decisions, that’s why we are data‑driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win‑win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
• We are committed to building inclusive and diverse teams.
• We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.