An Executive plays an essential part in Payment Operations ongoing development and new processes.
An Executive 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;
Responding to chargeback requests from issuing banks.
Work on KYC and KYB cases
Perform risk analysis on transactions to determine if there are any fraud patterns
Conduct investigations on drivers/passengers based on chargeback received.
Analyze chargeback received to identify fraud patterns and trends.
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.
Ensure that work is completed in accordance with established procedures and standards;
Acquire and update knowledge on procedures related to relevant processes;
Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
Support our customer & fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies;
Clear the payment risk and chargeback queues - (general) tickets related to payments, customers & taxi drivers on a daily basis;
Run investigations regarding payments that are unsuccessful;
Manually process payments and update booking details;
Liaise with other departments when required;
Work on phone and emails channels
Ensure that work is completed in accordance with established procedures and standards;
Acquire and update knowledge on procedures related to relevant processes;
Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
Process work as requested by Team Leader/Manager;
Participate in team meetings, activities, promotes team spirit.
Show dedication and ownership of clearing the GrabPay queues - adhere to Service Levels.
Proven track-record of great customer service
Handle GrabPay escalations internal / external and queries related to payment gateway.
Provides coaching, advice and guidance based on case findings.
Participates in meetings and presentations or other designated special projects as assigned by department management.
Other duties as assigned by Management or reporting Supervisor.
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 Grab 7 principles.
The must haves:
Ability to proficiently use all MS Office products.
Ability to deliver training.
Excellent written and verbal communication skills.
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.
Possess excellent verbal and written communication skills.
Be able to think outside the box and make balanced and unbiased decisions based on all available information.
Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
At least 1 year(s) of working experience in the related field is required for this position.
Preferably Junior Executives specializing in Customer Service or equivalent.