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 charge-back 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 charge-back received.
Analyze charge-back received to identify fraud patterns and trends.
Clear the Payment Risk and Charge-back 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 customers' 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 charge-back queues - (general) tickets related to payments, customers & taxi drivers daily;
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.
The must haves:
Tenured minimum 6 months on the floor as BAU employee.
No disciplinary and tardiness issues.
Candidate must not be on PIP
Ability to proficiently use all MS Office products.
Ability to deliver training Excellent written and verbal communication skills. (English & Thai)
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.
Make balanced and unbiased decisions.
Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible. Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.
