Associate, Digital Risk Management

Key Responsibilities

• Review all transactions to determine business loss.
• Highlight anomalies and work towards the betterment of customer experience.
• Receive inbound calls and make outbound calls.
• Carry out investigation steps to ensure all checkpoints are met for the best result.
• Listen to customers, concerns, issues, and questions.
• Resolve customer concerns and answer customer questions to your best ability.
• Maintain a positive attitude and calmly respond to customer complaints.
• Handle and gather confidential information.
• Identify false declines and take action accordingly.
• Identify anomalies, system issues, errors, and fraud trends on the platform.
• Escalate findings or raise Slack tickets for identified issues.
• Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar risks.
• Cancel fraudulent transactions from further processing.
• Ensure confidentiality of all information collected during investigation.
• Propose business strategies and process improvements.
• Think strategically by clearly anticipating future trends and consequences.
• Push self and others to exceed goals and achieve breakthrough results.
• Recognize key actions necessary to achieve results and establish/communicate priorities to supervisor.
• Demonstrate persistence in removing barriers to achieving results and encourage others to do the same.

Qualifications

• Graduate in any field.
• Experience in Fraud Investigation, Customer Service Field, Call Center, or Collections.
• Willing to work in night shifts.
• Strong interpersonal skills.
• Strong verbal communicator.
• Ability to Multi-Task and work in a fast-paced, call center environment.
• Confident with Phone Inquiries.
• Great Problem-solving aptitude.
• Attention to Detail and excellent quality.
• Demonstrate strong skills of communication and analysis.
• A team player able to work in different scenarios, shifts, and contribute to the team.
• Basic skills of MS Office.