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Nhà Tuyển Dụng: Đăng Tuyển Dụng | Tìm Hồ Sơ

Thông tin tuyển dụng được đăng trên 4 website lớn       Truy cập hơn 800 ngàn hồ sơ ứng viên       Thông tin tuyển dụng được đăng trên 4 website lớn       Truy cập hơn 800 ngàn hồ sơ ứng viên

Risk Ops Analyst

Mô tả công việc

Get to know our Team:

  • 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 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.
  • 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:

  • 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.

  • 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.