Risk Ops Analyst

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.