[DID] Risk Recovery

Dana Indonesia; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading fintech company in Jakarta Selatan is hiring for a role focused on fraud assessment and customer recovery. The candidate will conduct assessments into reported frauds, collaborate with various stakeholders, and maintain compliance with regulatory requirements. An analytical mindset and strong communication skills are essential. The role requires a Bachelor's degree and at least a year of relevant experience, offering a dynamic work environment in Indonesia's digital finance landscape.

Qualifications

• Minimum of 1-year experience in Key Account Management or Fraud Recovery.
• Proven ability to manage multiple stakeholders is essential.
• Eagerness to learn and contribute to the organization's objectives.

Responsibilities

• Conduct assessments related to reported frauds and customer recovery.
• Collaborate with internal and external stakeholders.
• Compile assessment findings into comprehensive reports.

Skills

Analytical mindset

Negotiation skills

Communication skills

Stakeholder engagement

Education

Bachelor’s degree in business administration, finance, or related field

Tools

Microsoft Office suite

Data querying (SQL)

Job description

About DANA

DANA is a leading Indonesian digital wallet platform committed to making every transaction simple, secure, and accessible. As a homegrown fintech company, we serve millions across Indonesia with cashless solutions—from payments and transfers to investments. We aim to build a trusted and inclusive financial ecosystem, driven by innovation, collaboration, and continuous learning. Join us and be part of Indonesia’s digital transformation journey!

What You Will Do:

• Conduct assessments into reported frauds by customers including analysing transaction data, reviewing documentation, and drafting of documents related to asset tracing & recovery.
• Process incoming customer recovery requests and decide whether customer is eligible or not for consequent recovery attempts.
• Convey eligibility decision to customer.
• Collaborate with internal stakeholders, such as Customer Funds and Customer Service teams, to manage and coordinate customer asset tracing & recovery efforts.
• Collaborate and communicate with external stakeholders, such as OJK’s IASC Task Force and partner merchant for asset tracing & recovery purposes.
• Compile assessment findings into comprehensive reports for review by senior management and relevant stakeholders.
• Maintain accurate documentation and records related to customer recovery, ensuring compliance with internal policies and regulatory requirements.
• Maintain dispute/chargeback process of all incoming cases to Risk Recovery Team.
• Stay updated on industry trends, emerging threats, and best practices in fraud and customer handlings.
• Contribute to risk assessments and gap analysis to identify opportunities for strengthening customer protection measures.

What You Will Need:

• Bachelor’s degree in business administration, finance, or related field.
• Minimum of 1-year experience in Key Account Management, Partner Relations, Fraud Recovery, with proven ability to manage multiple stakeholders.
• Strong negotiation, communication, and stakeholder engagement skills to coordinate effectively with internal and external parties.
• Analytical mindset with a deep sense of customer empathy and user experience, ensuring customer-centric recovery decisions.
• Ability to balance business priorities with regulatory compliance and customer protection objectives.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint).
• Proficiency in data querying (SQL).
• Eagerness to learn and contribute to the organization's objectives.