Get to know the Role:
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:
- 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 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 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.
- Meet the customer metrics (CSAT) and NPS target for business
- Contribute towards cost saving and financial optimization projects.
- Other duties as assigned by Management or reporting Supervisor.
Key requirements:
- Ability to proficiently use all MS Office products.
- Ability to deliver training.
- Excellent written and verbal communication skills. (English & Vietnamese)
- 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.