Payment Support Associate

Get to know our Team:

About us
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.

Why Grab?
As each market is influenced by different external factors, it is important for you to select the best way to sell your role to attract the attention of candidates that is right for you. That is why we have created a number of different options for you to choose from. We recommend you select the messages that are most compelling and relevant for your market – by role, by department/function or even by city. We recommend that you mix and match statements from under each of the categories and avoid always using the same bullet points as it will
appear very repetitive to candidates who are searching for various roles at Grab.
Grab believes success is dependent on tapping into one’s potential. The same applies to our employees: We believe that to make a social impact in Southeast Asia, we not only need the brightest and most talented minds but also individuals whose skills can be cultivated to their fullest capabilities. At Grab, we provide the perfect working environment for our employees, which allows them to be not afraid of trying out different ways of solving a problem. In return, they learn new skills and challenge their perceived limits, thus building their career at the same time. You will also work closely and be inspired by thought leaders who have vast
experience in the industry. Join us to unleash your fullest potential.

Get to know the Role:

-Analysis and Performance Metrics Reporting, Forecast fraud losses and chargebacks to establish success metrics and provide KPI reporting on a monthly basis

-Act as primary subject matter expert, develop policies and guidelines on how to handle fraud and chargebacks

-To ensure fraud and payment risk are minimized, plan fraud prevention/mitigation strategies and ensure the teams meets all the KPIs set.

-Continually optimize business review rules for fraud & payment risk

The day-to-day activities:

• Clear the payment queues - (general) tickets related to payments, customers & taxi drivers on a daily basis;
• Run investigations regarding payments that are unsuccessful;
• Manually approve payments and update booking details;
• Liaise with other departments when required;
• Check on daily emails regularly;
• 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.

The must haves:A Diploma or Degree holder in any relevant studies;

• At least a year of relevant working experience in customer/ client facing;
• A minimum of 2 years relevant working experience;
• Preferably Customer Service or Fraud Prevention experience;
• Knowledge of fraud will be an added advantage;
• Demonstrated proficiency with Microsoft Office, specifically Excel and Outlook;
• A strong critical and analytical thinking, time management, decision making and problem solving;
• Desire and ability to work in fast-paced, high-growth environment;
• Willing to work on 24/7 shift.