Fraud Analyst

2 weeks ago


Kuala Lumpur, Malaysia Ria Full time

**Role Summary**

This role’s primary responsibility is to work disputes raised by customers who paid Ria using New Payments Platform (NPP) which is an open-access infrastructure designed for fast payments in Australia. Disputes can vary from request to hold funds, approval of refunds and request for information etc. When not working these disputes, this role will also be reviewing queued transactions and decision them based on risk rules and good judgment by utilizing various fraud tools to gather, analyze, and interpret data from several sources including authorizations, financial data, third-party data providers, and online methods.
- Work disputes raised by customers who paid Ria using New Payments Platform (NPP) which is an open-access infrastructure designed for fast payments in Australia
- Review independently queued transactions and decision them based on risk rules and good judgement.
- Conduct extensive research to identify valid or fraudulent transactions.
- Must possess a high level of customer service with internal and external customers which includes answering incoming calls.
- High emphasis on answering inbound calls and assisting customers with their questions regarding their online transactions. This includes why a transaction was canceled, when funds will be returned, determining if customer was involved in a scam, etc.
- Utilize various tools to gather, analyze, and interpret data from several sources including transactions, authorizations, financial data, third party data providers and online methods.
- May analyze fraudulent account behavior/transactions to determine root cause of losses and perform analysis on customer account to identify potential fraudulent rings and report this for further review.
- Work with peers and Management to communicate fraud trends and share best practices, ideas, and information.
- Provide feedback regularly on the effectiveness and soundness of policies and procedures of the department to Management.
- Perform other duties as assigned.
- Associate degree required (Bachelor’s a plus) or work-related experience.
- A degree in the Criminal Justice field is a plus as is a strong desire to build a career in the fraud industry.
- Previous e-commerce fraud prevention, investigation, or retail fraud prevention experience is a plus.
- Must have the ability to handle incoming customer calls in a timely manner.
- Excellent verbal and written communication skills.
- Ability to multitask and prioritize deliverables.
- Solid analytical, interpretive, and problem-solving skills
- Knowledge of Zendesk, Cisco Telephony System, or other CRM platforms is a plus.
- Ability to manage parallel tasks and accurately document resolutions.
- Must be able to meet strict deadlines.
- Must possess strong internet research skills along with the ability to navigate multiple systems at once.
- Strong understanding of customer needs
- Strong customer service skills and a demonstrated ability to take initiative, conduct thorough research, and be professionally persistent.
- Willingness to be an integral part of a highly functional team.
- Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, and Outlook
- Must be able to work weekends and holidays (and possibly occasional evenings) when needed.
- Must have excellent verbal and written English skills.

**We’re Ria Money Transfer
A subsidiary of Euronet Worldwide, Inc. (NASDAQ: EEFT), Ria is a leading expert in cross-border payments that delivers innovative financial services including fast, secure, and affordable international money transfers. With the second most extensive cash settlement network and the largest direct bank deposit network in the world, **Ria gets money to where it matters **. We’re focused on harnessing technology and, as part of Euronet Worldwide, **we provide a suite of state-of-the-art fintech products and services that bridge the gap between digital and physical transactions **. Our omnichannel products and services, provide unprecedented choice to our customers and growth opportunities for our partners.

With presence in more than 160 countries, and more than 490,000 locations worldwide, we’re committed to helping millions of people send money home to their loved ones around the world, knowing that our customers deserve much more than just a fair price: they deserve empathy, hope, and ultimately respect. **Join us in our mission to open ways for a better everyday life **.


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