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Location

Gurgaon | India

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Job description

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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™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

For further information, and to apply, please visit our website via the “Apply” button below.

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