The Day-to-Day Activities
- Functional
– Support our customers & fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking, and other payment technologies.
– Perform AML investigations end to end within TAT and AHT
– Perform risk analysis on transactions to determine if there are any fraud patterns
– Clear the Payment Risk and Chargeback queues – Tickets related to fraudulent charges, escalations on declined payments due to elevated Risk factors, and review on potential elevated risk customers.
– Work on Slack and email channels
– Work well independently, complete assigned tasks in the established time frame, and complete regular assignments without reminders or additional requests.
– Show dedication and ownership of clearing the queues – adhere to Service Levels.
– Provides coaching, advice, and guidance based on case findings.
– Other duties as assigned by Management or reporting Line Manager.
- Customer – Meet the customer metrics (CSAT) and NPS target for business
- Financial – Contribute towards cost-saving and financial optimization projects.
- People – Culture fit – aligned to our 4H principles.
The Must-Haves
- Ability to proficiently use all MS Office products.
- Having a knowledge of SQL.
- Good written and verbal communication skills (English and Vietnamese).
- Self-motivated, as well as the ability to work in a team environment.
- Training development experience is a plus.
- Ability to bring day-to-day experience to the subject matter– both content and its context for the business.
- Fair knowledge of the content/topical area.
- Possibility to work on weekends (flexible schedule)
- Be detailed and quality-oriented and have strong analytical and problem-solving skills.
- Ability to demonstrate composure and a high degree of professionalism when in high-pressure situations.
The Nice-to-Haves
- Ability to write a SQL script
- Experience in payment fraud/risk, especially for Fintech