Fraud Ops Specialist

DiDi Chuxing; Ciudad de México; Hybrid; MXN 360,000 - 480,000; Full time

Job summary

DiDi Global Inc. in Mexico City seeks a Fraud Operations Specialist to manage transaction alerts, verify details with cardholders, and resolve authorization issues while maintaining customer experience.

You will investigate fraud patterns, analyze SPEI transactions, document actions, and collaborate with teams to improve detection and reduce losses.

The role requires a quantitative degree, 3+ years in fraud risk management, strong Excel skills, and bilingual English/Spanish preferred.

Qualifications

• Bachelor's degree in a quantitative field or related discipline.
• Proven experience in transaction risk management, especially with card transactions.
• Ideally 3+ years in fraud detection and/or transaction risk management.
• Solid understanding of synthetic fraud and modern prevention strategies.
• Experience with large datasets to identify fraud patterns and risks.
• Strong analytical capabilities to detect trends and improve processes.
• Advanced proficiency in Excel (100% proficiency required).
• Detail-oriented with strong organizational skills and ability to manage priorities.
• Excellent written and verbal communication; ability to work independently.
• Bilingual English/Spanish is highly valued.

Responsibilities

• Investigate fraud patterns for suspicious accounts.
• Conduct a thorough investigation of mule accounts.
• Analyze SPEI transactions and identify risky patterns and controls.
• Receive and make calls from customers to verify potentially suspicious transactions.
• Ensure a high standard of customer service.
• Assess legitimacy of high-risk transactions based on behavior and alerts.
• Provide prompt solutions to resolve blocking issues while maintaining security.
• Document interactions and actions in the system for traceability.
• Collaborate with internal teams to resolve complex cases and improve detection.
• Analyze fraud trends to identify improvements in prevention procedures.
• Mitigate risks to prevent losses.
• Review false positives with investigation/strategy teams to improve UX.

Skills

Analytical thinking

Attention to detail

Excellent written and verbal comms

Autonomous working

Customer service orientation

Bilingual English/Spanish

Excel proficiency

Education

Bachelor's degree in Mathematics, Computer Science / Programming, Finance, Forensics, Economics, Business Administration, or related field

Tools

Microsoft Excel

Job description

DiDi Global 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.

We are seeking for a Fraud Operations Specialist to join our team at Didi. In this role we're looking for a specialist with experience in risk operations to manage transaction alerts, contact cardholders to confirm transaction information, resolve authorization issues, and respond to key loss metrics while maintaining a positive customer experience.

In this role, you'll be...

• Investigate fraud patterns for suspicious accounts
• Conduct a thorough investigation of accounts suspected of being used as mule accounts
• Detailed analysis of SPEI transactions, identifying risky patterns, collusion cases, velocity check controls, among others
• Receive and make calls from customers to verify potentially suspicious transactions
• Ensure a high standard of customer service
• Assess the legitimacy of high-risk transactions based on customer behavior patterns and system alerts
• Provide prompt and accurate solutions to resolve blocking issues while ensuring account security
• Document interactions and actions taken in the system to maintain a detailed record.
• Collaborate with other internal teams to resolve complex cases and improve fraud detection processes.
• Analyze fraud trends to identify potential improvements in prevention procedures.
• Mitigate risks to prevent losses
• Work with the investigation, strategy, and customer service team to review and audit false positives from risk rules to improve user experience.

We're eager to be in touch because you have...

We are seeking for professionals with a strong background in fraud prevention. The ideal candidate thrives under pressure, stays calm in high-stress situations, has a flexible schedule, and consistently delivers outstanding service while safeguarding the integrity of our operations.

Requirements:

• Bachelor's degree in Mathematics, Computer Science / Programming, Finance, Forensics, Economics, Business Administration, or a related field.
• Proven experience in transaction risk management, particularly related to savings accounts, credit and/or debit card transactions.
• Ideally, a minimum of 3 years of experience in fraud detection and/or transaction risk management.
• Solid understanding of synthetic fraud and modern fraud prevention strategies.
• Experience working with large datasets to identify fraud patterns and emerging risks.
• Strong analytical capabilities to detect fraud trends and contribute to the continuous improvement of detection and prevention processes.
• Advanced proficiency in Microsoft Excel (100% proficiency required).
• Results-oriented mindset with a strong focus on process optimization and operational efficiency.
• High level of attention to detail.
• Ability to work autonomously, managing multiple priorities in a fast-paced, dynamic environment.
• Strong organizational skills and the ability to prioritize effectively.
• Proven capacity to work independently while maintaining high-quality standards.
• Excellent written and verbal communication skills.
• Comfortable collaborating cross-functionally while maintaining ownership of individual responsibilities.
• Bilingual proficiency (English / Spanish) is highly valued, though not mandatory.

You'll love working at DiDi because...

We create user 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.

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.

Growth. We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion. Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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.