Risk Operations Specialist

Teleperformance

933 Views

3 weeks ago

Risk Operations Specialist

1-2 Year(s)

3 - 4 Thousand p.m

Selangor (Petaling Jaya)

Job Description

Key Skills

Risk and Complaince risk management, risk analyst skills Fraud Risk And Compliance

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Who is Teleperformance Malaysia?

Teleperformance in Malaysia is a multilingual hub that supports services in more than 20 languages and dialects in Asia. Teleperformance Malaysia has seen rapid growth since its establishment in 2017 with 5 sites in Malaysia with more than 500,000 full-time employees globally. Teleperformance in Malaysia has been certified to be a Great Place to Work (GPTW) for 5 years continuously (2020 to 2024).

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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Role

Fraud Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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