Risk Operations - Kuala Lumpur, Selangor, Malaysia - Net2source LLP

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.
• Analyst to match all the proof documents details including card number, payment name, payment email and so on
• 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 behavior 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
• Strictly following chargeback operation standard SOP and requirement to handle presentment case, candidates with chargeback handling experience is more preferable.
• To complete the chargeback case within SLA/Pre-set time given, ensure all the presentment 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.

• Acquired at least Degree Qualification.
• Candidates with fraud manual review experience (at least 1-3 years): including reviewing user appeal document, user analysis and trend analysis.
• Candidates is expected to understand payment chain where included CCDC, PAYPAL, E-wallet and so on.
• Candidates is expected to understand fraud trend and fraud chargeback also experience of handling such scenario.
• Able to work on 24/7 Shift schedule.