We are seeking a skilled and motivated Risk Operation Specialist to join our team in Selangor, Malaysia. The ideal candidate should be a local Malaysian with fluent English proficiency, possessing a Bachelor's degree in accounting, finance, or a relevant field with a focus on Fraud, Chargeback, and Appeal operations. The role involves working in a fast-paced environment, requiring adaptability, analytical skills, and a proactive mindset.

Responsibilities:

1. 
   

   User Appeal and Proof Document Review:

   
   
   
   
   
   • Focus on appeal cases received from the business line and customers, analyzing proof documents through the CMS system to decide whether to release users from the blacklist.
   
   
   • Match details from proof documents, including card number, payment name, and email, ensuring accuracy.
   
   
   
   


2. 
   

   Post Manual Review for High-Risk Transactions:

   
   
   
   
   
   • Evaluate completed transactions flagged as high-risk through post-manual review, considering factors like model analysis and blacklist backtrack.
   
   
   • Understand the business model of each business line for accurate risk evaluation, emphasizing user behavior analysis.
   
   
   
   


3. 
   

   Fraud Trend Analysis:

   
   
   
   
   
   • Share fraud trends instantly with the fraud strategy team as per standard operating procedures.
   
   
   • Constantly update and amend SOP to achieve a high accuracy rate in case checks.
   
   
   
   


4. 
   

   Pending Review:

   
   
   
   
   
   • Evaluate transactions held for a specified time during the transaction process in manual pending review to assess the risk level before acceptance.
   
   
   
   


5. 
   

   Customer Escalation Handling:

   
   
   
   
   
   • Handle customer escalation cases, including rejection reason checks, user analysis, and providing users with standard replies.
   
   
   • Follow SOP for relevant results, including proactive whitelist, user release, and document submission actions.
   
   
   
   


6. 
   

   Chargeback Handling:

   
   
   
   
   
   • Strictly adhere to chargeback operation SOP and requirements for handling representment cases.
   
   
   • Complete chargeback cases within SLA/pre-set time, ensuring accurate gathering and matching of representment documents.
   
   
   
   


7. 
   

   Ecosystem Protection:

   
   
   
   
   
   • Protect the ecosystem by preventing fraudulent activity, enforcing Terms of Service (TOS), and ensuring compliance across a global user base.
   
   
   
   

Requirements:

• Local Malaysian with fluent English proficiency.


• Bachelor's degree in accounting, finance, or a relevant field.


• 1-3 years of experience in Fraud Manual Review, User Appeal, and Trend Analysis.


• Ability to adapt to a fast-paced environment and think creatively.


• Understanding of payment chains including CCDC, PAYPAL, E-wallet, etc.


• Proficiency in Microsoft Office Suite; typing speed of at least 40 words per minute.


• Strong analytical and research skills.

Preferred:

• Proficiency in additional languages based on market assignment.


• Experience in Payment services and Fraud and Risk Operations.


• Experience in handling chargebacks.


• Typing speed of at least 40 words per minute.

Salary Range: 3.3k MYR - 4.5k MYR

Working Hours: Rotational shifts