[LI] Risk Recovery

Dana Indonesia; Jakarta Selatan; On-site; IDR 10.000.000 - 15.000.000; Full time

Job summary

A leading fintech company in Indonesia seeks a Customer Recovery Specialist to handle fraud assessments and customer recovery operations. The role requires at least 1 year of experience, a bachelor’s degree in business or finance, and strong analytical and communication skills. Join us to contribute to enhancing customer protection measures in a dynamic financial landscape.

Qualifications

• Minimum of 1-year experience in Customer Operations or Fraud Operations.
• Preferably in handling disputes/chargeback processes.
• Strong analytical skills and attention to detail.

Responsibilities

• Conduct assessments into reported frauds by customers.
• Process incoming customer recovery requests.
• Compile assessment findings into comprehensive reports.
• Stay updated on industry trends and best practices.

Skills

Analytical skills

Communication skills

Attention to detail

Team collaboration

Eagerness to learn

Education

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

Tools

Microsoft Office suite

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

• Minimum of 1-year experience in Customer Operations or Fraud Operations role. Preferably in handling disputes/chargeback processes
• Bachelor’s degree in business administration, finance, or related field.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills (both writing and verbal).
• Ability to work independently and collaboratively in a team environment.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint).
• Proficiency in data querying (SQL).
• Eagerness to learn and contribute to the organization's objectives.