Card Fraud Recovery Agent

5 days ago

Kuala Lumpur, Malaysia Wise Full time

We're looking for a Card Fraud Recovery agent to join our Team in Kuala Lumpur. This role is a unique opportunity to have an impact on Wise's mission, recover losses, help our customers, and improve our product. You personally can help us get closer to our mission of Money without Borders.

**Your mission**:
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world's first platform to offer true multi-currency banking and spend with their Wise card.

Your mission is to help us to minimise our fraud losses by maximising our attempted recovery as a result of our customers' valid fraud disputes.

**Here's how you'll be contributing as a Card Fraud Recovery agent**:

- Using available and specific Recovery dashboards, attempt Manual Recovery of both Mastercard and VISA opportunities on all 'Live' Reason codes.
- Identifying and communicating any possible errors in all Recovery related dashboards in a timely manner.
- Clear understanding and monitoring of all Recovery related domain KPIs and objectives, ensuring that they are met, with the ability to provide periodic overviews when requested.
- Co-responsible for tracking progress and responsible for ensuring that relevant Recovery level KPI's are met.
- Jointly responsible for ensuring all changes to domain metrics, KPI's and process changes are documented clearly and updated when necessary.
- Responsible for implementing any communicated and confirmed changes in their domain metrics, KPI's and process changes.
- Co-responsible for contributing to Training material within their field of ownership/expertise, including supporting/mentoring onboarding newbies to their domain.

**About you**:

- Your verbal and written **English skills are **_excellent_**. If you speak other languages then that's a bonus
- You have strong attention to detail, punctuality, and are comfortable taking initiatives.
- You have a genuine enthusiasm for the FinCrime industry.
- You have an aptitude for learning new skills, taking initiative and a proactive approach to problem solving;.
- You are good with routine but can also adapt and keep up with fast changes.
- You are able to work independently but also know how important good team-work is.
- You can make decisions in critical situations and have the ability to multitask.
- You're flexible to work in shifts that include evenings, weekends and public holidays
- Previous work experience in fraud is a plus, but not a must
- You're eligible to work in our Kuala Lumpur office.

In your cover letter, please answer to these two questions:

- What drives you to a role in the Recovery domain?
- How are you hoping to bring an impact in this role?

**We're people without borders — without judgment or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.**

**Also, qualifications aren't that important to us. If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you.**

**And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.

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