Job description

Roles & responsibilities

1. Customer Identity Verification

• Verify all customer documents before vehicle handover, including Emirates ID, passport, visa, driving licence, and international driving permit (where applicable).
• Conduct ICP verification to confirm the authenticity and validity of Emirates IDs and customer identity.
• Verify customer contact details, employment information, address, and emergency contact whenever required.
• Ensure all mandatory documents are uploaded correctly into the rental system before vehicle release.

1. Driver Eligibility & Regulatory Compliance

• Validate the customer's driving licence category, expiry, eligibility, and compliance with UAE regulations and company policies.
• Ensure compliance with UAE laws, RTA regulations, company policies, insurance requirements, and internal SOPs.
• Stop or delay vehicle handover whenever compliance requirements are not met or customer authenticity cannot be verified.

1. Customer Due Diligence (KYC) & Risk Assessment

• Perform customer due diligence (KYC) to verify customer genuineness and assess potential fraud or misuse risks.
• Review booking details, payment method, customer profile, rental history, and financial standing before approving the rental.
• Approve or reject customer verification requests based on compliance policies and risk assessment.
• Monitor high-value rentals, luxury vehicles, long-term rentals, and corporate accounts for compliance risks.

1. Fraud Prevention, Blacklisting & Investigation

• Identify forged, altered, expired, or suspicious documents and immediately escalate high-risk cases to management.
• Investigate suspicious bookings, identity theft attempts, payment fraud, duplicate profiles, and policy violations.
• Cross-check customer information against internal blacklists, unpaid balances, traffic fines, police cases, or previous contract violations.
• Identify and recommend customers for blacklisting based on repeated speeding fines, serious traffic violations, unpaid liabilities, policy violations, fraudulent activities, or a history of unsafe vehicle use, particularly resident customers with recurring non-compliance, and ensure appropriate rental restrictions are applied in accordance with company policies.

1. Cross-Functional Coordination

• Coordinate with Sales, Reservations, Operations, CRM, Finance, Recovery, and Maintenance teams to resolve documentation, compliance, and customer verification issues.
• Support operational teams with customer eligibility decisions before vehicle release.

1. Compliance Reporting & Audit

• Maintain records of document verification, ICP checks, rejected applications, blacklisted customers, and fraud investigations for audit purposes.
• Support internal and external audits by providing compliance reports on customer verification, fraud prevention, rejected applications, operational risks, and blacklist management.

1. Process Improvement & Training

• Recommend process improvements to strengthen customer verification, reduce fraud, enhance compliance, and improve operational controls.
• Develop and maintain customer verification SOPs, risk assessment procedures, and compliance checklists.
• Train front-line staff on document verification procedures, customer eligibility requirements, fraud detection, and compliance awareness.

Desired candidate profile

1. customer identity and document verification
2. KYC (Know Your Customer) checks
3. Fraud detection and prevention
4. Risk assessment
5. Knowledge of UAE driving licence and RTA regulations
6. ICP verification
7. Attention to detail

Skills

Desired candidate profile

1. customer identity and document verification
2. KYC (Know Your Customer) checks
3. Fraud detection and prevention
4. Risk assessment
5. Knowledge of UAE driving licence and RTA regulations
6. ICP verification
7. Attention to detail