Job Description
Get to know the role
He/She has proficiency in his or her subject; the proficiency that generally comes from experience, ability to learn fast, transfer of knowledge to others, willingness to accept new responsibilities, multitask and good work ethics.
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 payments 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 decline payments due to elevated Risk factors and review on potential elevated risk customers.
Work on Slack and emails channels
Work well independently, complete assigned tasks in the established time frame, 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.
Qualifications
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 as well as 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
Additional Information
Our Commitment
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
Get to know the team:
A Risk Ops Analyst plays an essential part in Grab Financial Group. We make an impact by ongoing development and new processes.
