Job Description

Job Details Company: Teleperformance Malaysia Job Title: Risk Operations Specialist- English/Bahasa Malay TP Code:JS-T001-T-ROS-EN-005 Location: Petaling Jaya, Selangor Shift: 5 working days (Rotational 9 hours shift) Job Highlights Work Life Balance Environment Young, energetic, and supportive team! Diversified and inclusive culture Be a part of our family to join one of the biggest BPO in the world Overview So, what will you be doing as a Risk Operations Specialist As a Risk Operations Specialist, your primary responsibility will be to effectively manage and mitigate risks within an organization. You will also be responsible for investigating and solving Fraud and Chargebacks related to and caused by payment related issues. Your 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 Requirements Minimum Degree in accounting, finance relevant with Fraud, Chargeback and Appeal Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment) Working experience (at least 1- 3 years) with 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 where included CCDC, PAYPAL, E-wallet and so on. Experience in Microsoft Office Suite is preferred. Preferably to have a typing speed of at least 40 words per minute

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