Reviews fraud appeals, high-risk transactions, pending reviews, chargebacks, and representment cases. Analyzes user behavior, payment details, proof documents, fraud trends, and business-line risk factors to determine appropriate actions. Handles escalations, blacklist releases, whitelisting, and customer responses according to SOPs. Ensures cases meet SLA and accuracy requirements while identifying emerging fraud patterns and supporting compliance across global users.
Qualifications
Minimum Skills to Hire:
- Candidates with Bachelor Degree in accounting, finance relevant with Fraud, Chargeback and Appeal
- Candidates with fraud manual review experience (at least 1-3 years): including reviewing user appeal document, user analysis and trend analysis.
- Candidates are expected to have the ability to catch up start up fast-paced environment and working mindset on thinking out of the box.
- Candidates are expected to understand payment chain where included CCDC, PAYPAL, E-wallet and so on.
- Candidates are expected to understand fraud trend and fraud chargeback also experience of handling such scenario.
- Candidates are expected to have "moving forward" and "never stop learning" spirit where risk operation faced varies business line (not focused on only 1) and it will require outsource member to learn fast and think fast.
- Averagely, amendment and update of SOP held once every month, candidates are required to learn and adapt changes fast too.
- Candidates are expected to complete cases from targeted SLA with standard level of x% accuracy rate.
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:
- 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 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
- Strictly following chargeback operation standard SOP and requirement to handle representment case, candidates with chargeback handling experience is more preferrable.
- 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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