Fraud Appeal Team Lead

2 days ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations

LevelExperienced (Team Lead)

LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
- Fraud Operation Leader
- Achieve continuous improvements in our fraud processes and KPIs (such as fraud rates, false positives, MO defence rates, fraud savings, false positive rate) to achieve the optimum balance between protecting our business from loss, and in promoting growth
- Encourage risk-taking and empowerment within the agreed process and standards to address customer needs
- Analyse metrics and any issues that could affect the achievement of service levels immediately
- Analyse appeal performance data and identify opportunities to further drive customer satisfaction, service levels, sales point rate, average handling time, profitability, schedule adherence, etc
- Representing fraud in cross-functional projects, ensuring risk management is an important consideration as we progress
- Manages the end-to-end cycle of fraud case management and ensures each case or escalation is handled appropriately
- Assist in maintaining consumer complaints derived from rule performance and keep false positive concerns at its minimum.
- Give constant direction to team members to ensure that all customer appeals are rightfully attended to on time and in the best way possible to give them satisfaction
- Serve as the middleman between the Fraud organization and the customer service team to ensure smooth communication and settling of grievances that may arise in a complaint
- Provide guidance to users/ victims on the appropriate course of action and provide fraud prevention counseling as needed (i.e. ID Theft, wire fraud, malware, phishing)
- Supervise and drive a team of analysts to meet or exceed quality and production goals
Coordinate with management and HR when necessary to manage team member performance, disciplinary and/or personnel issues

**Requirements**:

- A Fraud/ 2nd level CS lead/ SME/ lead with 5+ years of relevant experience in e-commerce or a service provider and super passionate in fraud prevention strategy/appeal
- Great at explaining things to people and have flawless written English
- Experience in leading on a project and coaching/ mentoring other employees would be beneficial
- Excellent personal and interpersonal skills to interact with a variety of stakeholders, including building strong partnerships with other departments
- Enjoy working efficiently and independently in a fast-paced, high-volume environment
- Proven experience and knowledge in effective training, coaching and people management practices
- Business writing skill is mandatory

  • Fraud Operations Lead

    7 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root...

  • Fraud Team Lead

    2 weeks ago

    Kuala Lumpur, Malaysia Shopee Full time

    **Job Description**: - Achieve continuous improvements in our fraud processes and KPIs (such as fraud rates, false positives, MO defence rates, fraud savings) to achieve the optimum balance between protecting our business from loss, and in promoting growth. - Representing fraud in cross functional projects, ensuring risk management is an important...

  • Fraud Intern- Operations

    7 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelInternship- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause...

  • Fraud Prevention Team Lead

    7 months ago

    Kuala Lumpur, Malaysia Wise Full time

    Wise’s Fraud team is a passionate team of crime fighters, who do the best to keep our good customers happy and unbothered, whilst kicking the bad actors out the door. We take great pride in balancing Wise mission, our values and fraud mitigation and still having lots of laughs along the way. By now, we have an awesome 80+ people operational team, who work...

  • Marketplace Fraud

    7 months ago

    Kuala Lumpur, Malaysia Elabram System Full time

    Job Description: **Escalation & Appeals** - Acts as the first line of response against reported/escalated fraud & scam cases. - Reinvestigations in fraud & abuse cases investigated by Buyer & Seller Review. - Manage cases while balancing between customer's needs and the company's benefits. **Buyer Review** - Review & investigate user reported issues on...

  • Marketplace Fraud

    9 months ago

    Kuala Lumpur, Malaysia Elabram Full time

    Job Description Escalation & Appeals Acts as the first line of response against reported/escalated fraud & scam cases. Reinvestigations in fraud & abuse cases investigated by Buyer & Seller Review. Manage cases while balancing between customer's needs and the company's benefits. Buyer Review Review & investigate user reported issues on various fraud...

  • Marketplace Fraud

    7 months ago

    Kuala Lumpur, Malaysia Elabram Systems SDN BHD Full time

    **Escalation & Appeals** - Acts as the first line of response against reported/escalated fraud & scam cases. - Reinvestigations in fraud & abuse cases investigated by Buyer & Seller Review. - Manage cases while balancing between customer's needs and the company's benefits. **Buyer Review** - Review & investigate user reported issues on various fraud related...

  • Payment Fraud Analyst

    7 months ago

    Kuala Lumpur, Malaysia Right Recruit Sdn Bhd Full time

    **Job description** - Focus on appeal cases received from business line, case received from customer with proof document will send through CMS system to team analyst to decide, if possible, to release user from blacklist. - Focus on completed transaction that being flagged with high-risk flag where cases will be sent to analysts for post manual review to...

  • Merchant Fraud Operations Specialist

    7 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and...

  • Fraud (Watchlist) Lead - Operations, My Marketplace

    7 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root...

  • Marketplace Fraud

    7 months ago

    Kuala Lumpur, Malaysia Elabram Systems Full time

    **Escalation & Appeals** - Acts as the first line of response against reported/escalated fraud & scam cases. - Reinvestigations in fraud & abuse cases investigated by Buyer & Seller Review. - Manage cases while balancing between customer's needs and the company's benefits. **Buyer Review** - Review & investigate user reported issues on various fraud related...

  • Fraud & Loss Ops Investigation Team Leader

    7 months ago

    Kuala Lumpur, Malaysia ByteDance Full time

    Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join...

  • Fraud Investigator

    6 months ago

    Kuala Lumpur, Malaysia RHB Bank Berhad Full time

    **Primary Objective** - To perform investigation on customer fraud dispute claim and ensure all cases are investigated, concluded and reported timely within the internal policy and regulatory guideline. **KEY RESPONSIBILITIES** 1. Strategy and Planning: - Observe customer transactions to identify fraudulent activity such as account take over, friendly...

  • Manager, Fraud Management

    7 months ago

    Kuala Lumpur, Malaysia Affin Bank Full time

    Manager, Fraud Management **Create the future with Affin! You too can make a difference.** We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry -...

  • Analyst, Fraud Operations

    7 months ago

    Kuala Lumpur, Malaysia YTL-Sea Digital Bank Project Full time

    **Job Description**: **About the Team**: Are you eager to elevate your career to new heights? Join us for an exhilarating opportunity to pioneer our groundbreaking digital bank project, where boundless possibilities await! We're thrilled to extend an invitation for you to join our vibrant team of visionaries, innovators, and trailblazers. You'll...

  • Mg Ev Sales Consultant

    7 months ago

    Kuala Lumpur, Malaysia Mega Appeal Sdn. Bhd. Full time

    Immediate Hiring - March Intake We are looking for 5 pax male and female full time EV sales consultant, if you are 21-35 years old Be proactive and responsible, and be able to treat your career as your own business Individual who can handle FB/IG/tiktok/mudah ads will be an advantage Anyone with automotive sales experience/Internet advertising...

  • Fraud Analyst Japanese Market

    7 months ago

    Kuala Lumpur, Malaysia KGR Full time

    We are recruiting for a leading BPO company a Fraud Analyst for the **Japanese market** in Kuala Lumpur. **Tasks**: - Conduct proactive analysis of large datasets to identify risk factors and patterns indicative of potential fraudulent activity - Recognize emerging fraud trends, document findings, and effectively communicate them, taking the lead in...

  • Managing Consultant, Fraud Management

    1 week ago

    Kuala Lumpur, Malaysia Mastercard Full time

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Executive, Fraud Detection

    4 months ago

    Kuala Lumpur, Malaysia Hong Leong Bank Full time

    If you are looking to excel and make a difference, take a closer look at us Job Summary: The Fraud Detection Executive's key responsibility is to work in an operation with the National Scam Response Centre ["NSRC ''] in coordinating fraud intelligence and taking swift actions on accounts that had been or might be used for scaM/Fraudulent activities. This...

  • Fraud & Loss Ops Investigation Specialist (Tagalog

    7 months ago

    Kuala Lumpur, Malaysia ByteDance Full time

    Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join...