Risk Operation Specialist

4 days ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Fraud Specialist

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Analysis Risk Management Assessment of Risk Risk and Complaince risk management, Risk Functions
- **Minimum Skills to Hire**:
**Preferred Requirements**
- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
- Fraud Manual Review, User Appeal and Trend Analysis operations experience is preferred
- Strong analytical and research skills
- Knowledge Ability to work in a fast and evolving environment with detail-oriented focus.
- Experience in Payment services and Fraud and Risk Operations is an added advantage.
- Experience in Microsoft Office Suite is preferred
- Preferably to have a typing speed of at least 40 words per minute

**Responsibilities**:
**Responsibilities**:

- 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 evaluate if is a potential fraud. Case source included model, blacklist backtrack and so on.
- According to different business line, the key element may differ. Analyst is required to understand the business model of every business line to make accurate risk evaluation. Post manual review is focused on user behaviour analysis where it is not only looking at single transaction.
- Standard SOP will be provided with immediate action to share fraud trend instantly to fraud strategy team.
- User analysis steps, actions and result will be included in SOP. At the same time, SOP will constantly update and amend to achieve high accurate case check.
- Pending review is referring to transaction being hold for x hours during time of transacting. Those transaction will be sent to manual pending review for analysts to evaluate the risk level before accepting it.
- Focus on handling customer escalation cases rejection reason check, user analysis and reply user with standard reply.
- According to SOP, follow the action stated for relevant result including proactive whitelist, release user and document submission action
- To complete the chargeback case within SLA/Pre-set time given, ensure all the representment documents are gathered correctly and match the case with chargeback reason.
- Protect our ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions

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