Appeals and Review Analyst

Get to know our Team:

• The work that we do and the problem statements that we solve each day here in the User Trust Team is not just important to both our users and our business, but immensely satisfying to say the least. Each day, we explore questions such as how do we catch the bad guys from gaming our system? How do we ensure that both our passengers and drivers are heading to the right location? How do we design a good incentive and promo scheme that encourages good behaviour? We worry about difficult situations so that our users and their loved ones sleep better at night.

Get to know the Role:

• As we expand into new territories and more people rely on us across Southeast Asia each day, we are looking for a competent Appeals and Review Analyst to join our User Trust Team to help us combat the ever new and complex problems that we faced as the bad guys get more sophisticated. As the Appeals and Review Analyst, you will handle user appeal request, escalations and suspicious activities. You will also help implement strategies to reduce appeals volume in order to maintain efficient processes and drive efforts to reduce false positives.
• If you’re passionate about making the world a safer place while solving unique, complex and constantly evolving problems each day, this is your opportunity.

The day-to-day activities:

• Review suspicious account activities by working on assigned appeal queues, and service requests, as well as other appeal related items on a daily basis.

• Processing queue items in a timely manner and ensure targets and SLAs set on day-to-day operations are met.

• Identify, analyse, and interpret fraud trends and patterns in complex data sets while maintain independence, deliver timely responses, and timely escalation of risks and issues.

• Implement and report (weekly, monthly, quarterly) on key metrics to monitor, manage and improve quality and efficiency.

• Respond to ad-hoc escalations and enquiries from users.

• Initiate and encourage effective teamwork across different teams and maintain professional interaction to ensure excellent information flow and feedback on impacts of process, policy and product changes with Grab personnel at all times.

The must haves:

• Professional Qualification, preferably with at least 2 years of experience in a related field.

• Excellent written and verbal communication skills.

• Detail-oriented and efficient time manager who is able to thrive in a dynamic and fast-paced working environment.

• Proficiency with metrics and reporting, and tools like Zendesk and Excel.

• Proficiency in a local SEA language.

• Good understanding of the fraud space with hands-on knowledge of fraud, payments and risk.

• A good understanding on the SEA payments ecosystem, with previous experience in FinTech or Startup experience a plus.