Fraud & Risk Investigator II
India - Haryana - Gurgaon
ID # R-85970
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Fraud & Risk Investigator II
The mission of the Travel Disruptions Operations (TDOps) Team is to provide expertise and leadership for Expedia Group risk and crisis management responsibilities worldwide through the integration of travel disruption programs, functions and supporting activities to prevent, protect against, mitigate the effects of, respond to and recover from events effecting Expedia Group travelers.
The TDOps team is responsible for monitoring and responding to world events (natural disasters, severe weather, political/civil unrest etc) that may impact Expedia Group travelers. We analyze and assess events to deliver a timely and accurate response through effective communication and stakeholder facilitation. By identifying events and assessing their potential impact we can reduce friction caused by travel disruption, ensuring a positive customer experience. We aim to ensure our agents and travelers are well-informed and the business is ready to respond. By providing a positive experience we build trust and loyalty with our travelers and reduce operational costs associated with service disruption.
What you’ll do:
Proactively identify and monitor risk situations, assess impact to Expedia Group's travelers and follow pre-determined escalation actions and mitigation strategies
Monitor travel industry policies and partner impact related to operational disruptions
Publish travel alerts on our sites and knowledge articles for contact center agents
Send travel disruption communications using prescribed systems and templates
Partner with other internal operations teams and Sr. Risk Specialists to support the co-ordination of Expedia Group’s travel disruptions event response
Support Sr. Risk Specialists during cross-functional travel disruption co-ordination conference bridges
Find opportunities to optimize internal travel disruption team operations and document process improvements
Provide on-call support for after-hours travel disruptions management escalation decisions and actions, including some weekends
Work nonstandard hours and more than 40 hours per week when large scale crisis events occur
Who you are:
Bachelor’s degree in related field (Risk, Poli-Science) or 2-4 years equivalent related professional experience in Public Administration, Emergency Management or Public Safety
A strong commitment and willingness to learn as well as share knowledge
An ability to problem-solve and apply critical thinking
Good judgement, attention to detail and knowledge of how to raise problems and roadblocks
Experience interacting with other employees and working with a variety of people from diverse backgrounds
An ability to perform day to day core tasks with limited instruction or guidance
A willingness to work flexible working hours to support a 24x7 environment
Capable of efficiently prioritizing and completing tasks in an evolving environment
Solid research/analysis skills
Excellent verbal/written communication and comprehension skills
Solid understanding of data and factors that influence customer experience
Proficient digital literacy including MS Word, MS Excel, PowerPoint, Outlook
Knowledge of HTML, Service Now, Adobe, Jira and SharePoint
An understanding of customer service/issues
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
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