Customer Care Risk Senior Associate

DANA Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

DANA Indonesia is seeking an L3 Risk Associate to manage complex fraud cases, monitor incidents, and strengthen risk operations from Jakarta. You will coordinate with Legal, Risk, Customer Service, and external authorities to resolve issues and improve controls.

Responsibilities include BPO governance, process improvements, and providing analytical insights to support business and risk decisions. A background in fintech or financial services plus strong data skills is preferred.

Qualifications

• Bachelor's degree in Business, Management, Information Systems, Finance, Law, or a related field.
• 2–4 years of experience in Fraud Operations, Risk Management, Customer Operations, or Financial Services.
• Experience handling complex customer escalations, fraud investigations, and operational risk cases.
• Experience managing BPO/vendor operations, including SLA, backlog, productivity, and quality monitoring.
• Strong stakeholder management and communication skills across Risk, Legal, Compliance, Product, and Operations.
• Knowledge of fraud prevention, transaction monitoring, and regulatory processes; fintech or banking experience is a plus.
• Proficiency in Excel and PowerPoint; familiarity with SQL, Kibana, Tableau preferred.

Responsibilities

• Manage and investigate complex fraud cases and customer escalations, involving Legal, Risk, Customer Service, and external authorities.
• Monitor fraud incidents, alerts, complaint trends, and emerging patterns to identify risks.
• Conduct root-cause analysis and drive containment and risk mitigation initiatives.
• Support regulatory, legal, and law enforcement investigations with case information.
• Manage BPO operations, including SLA, backlog, productivity, and quality monitoring.
• Provide guidance to BPO Team Leaders and drive actions to improve service quality.
• Identify operational gaps and implement process, SOP, workflow, and automation improvements.
• Collaborate with Risk, Legal, Compliance, Product, Operations, and others to resolve issues and strengthen controls.
• Support incidents, investigations, product launches, and cross-functional initiatives.
• Prepare operational analyses and recommendations for decisions.

Skills

Analytical thinking

Problem-solving

Stakeholder management

Communication skills

Education

Bachelor's degree in Business, Management, Information Systems, Finance, Law, or a related field

Tools

Microsoft Excel

PowerPoint

SQL

Kibana

Tableau

Job description

We are looking for an L3 Risk Associate to manage complex fraud cases, strengthen fraud operations, and support regulatory and operational risk management. This role will drive effective case resolution, fraud monitoring, BPO governance, stakeholder coordination, and continuous process improvement to minimize operational risk, protect customers, and maintain service quality.

You’ll be working on:

• Manage and investigate complex fraud cases and customer escalations, including cases involving Legal, Risk, Customer Service, and external authorities.
• Monitor fraud incidents, operational alerts, complaint trends, and emerging fraud patterns to identify potential risks.
• Conduct root-cause analysis and drive fraud containment and risk mitigation initiatives.
• Support regulatory, legal, and law enforcement investigations by providing relevant case and transaction information.
• Manage BPO operations, including SLA, backlog, productivity, quality, and performance monitoring.
• Provide operational guidance to BPO Team Leaders and drive corrective actions to improve service quality and efficiency.
• Identify operational gaps and implement process, SOP, workflow, and automation improvements.
• Collaborate with Risk, Legal, Compliance, Product, Operations, and other stakeholders to resolve complex issues and strengthen controls.
• Support critical incidents, special investigations, product launches, and other cross-functional initiatives.
• Prepare operational analysis, reports, and recommendations to support business and risk decisions.

Qualifications:

• Bachelor's degree in Business, Management, Information Systems, Finance, Law, or a related field, with 2–4 years of experience in Fraud Operations, Risk Management, Customer Operations, or Financial Services.
• Experience handling complex customer escalations, fraud investigations, and operational risk cases.
• Strong analytical and problem-solving skills, with the ability to investigate cases using multiple data sources.
• Experience managing BPO/vendor operations, including SLA, backlog, productivity, and quality monitoring.
• Strong stakeholder management and communication skills, with experience working across Risk, Legal, Compliance, Product, and Operations.
• Knowledge of fraud prevention, transaction monitoring, and regulatory processes; fintech, banking, payments, or digital financial services experience is a plus.
• Proficient in Microsoft Excel and PowerPoint; familiarity with SQL, Kibana, Tableau, or similar analytical tools and experience in process improvement or automation are advantageous.