Analyst, Fraud Careline Ambassador

TNG Digital Sdn Bhd; Kuala Lumpur; Hybrid; MYR 40,000 - 65,000; Full time

Job summary

TNG Digital Sdn Bhd invites applications for a Fraud Careline Ambassador in Kuala Lumpur. You will handle fraud-related inquiries via phone, email and chat, escalate incidents to the NSRC, and document outcomes precisely to support investigations and resolutions.

The role requires a diploma or degree, familiarity with Zendesk is preferred, and a customer-centric mindset with strong investigative skills. Fresh graduates are welcome, with 24/7 coverage requirements.

Qualifications

• Diploma/degree in any field is acceptable; fresh graduates encouraged to apply.
• Strong investigative and problem-solving mindset with customer-centric focus.
• Experience with Zendesk or similar CSMS is advantageous.

Responsibilities

• Respond to customer enquiries via calls, emails and chats in fraud-related care lines.
• Evaluate fraud incidents and escalate as needed to support NSRC processes.
• Document investigations and maintain clear chronology and outcomes.
• Maintain high CSAT by understanding customer needs and addressing issues proactively.
• Collaborate with QA and process teams to propose improvements and standard practices.

Skills

Investigative ability

Problem-solving

Data analysis

Multi-tasking

Verbal & written communication

Education

Diploma / Advanced / Graduate Diploma or Degree

Tools

Zendesk

Job description

Analyst, Fraud Careline Ambassador##### Contact usLoginBack# Analyst, *Fraud Careline Ambassador*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Responding to customer enquiries and delivering customer care fraud related calls, emails and chats* Support fraud incident escalation from National Scam Response Centre (NSRC)* Evaluate fraud incidences and complaints highlighted by various parties received and provide findings / full chronology to the outcome of the cases* Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting fraudulent activities* Document comprehensive investigations outcome to maintain high levels of customer satisfaction* Actively contributing to improve CSAT (Customer Satisfaction) scores by understanding customer needs and proactively addressing issues* Work closely with process improvement and quality assurance personal to suggest standard practice from voice of customer – VoC* Comply to standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service* Collaborate with team leader to identify process inefficiencies and propose enhancements to streamline fraud operations* Maintaining a polite, helpful, and professional manner* To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.#### Requirements* At least Diploma / Advanced / Graduate Diploma or Degree in any fields or equivalent* Prior experience using Zendesk, or any other Customer Service Management system would be an advantage* Minimum 1 year of experience in customer service/experience environment. Fresh graduate encouraged to apply.* Ability to work under 24/7 Fraud Careline operations* Demonstrates strong investigative ability* Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise* Customer-centric mindset and a commitment to delivering an exceptional customer experience* Possess basic data analysis, data verification and reporting skills* Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fast-paced environment* Self-motivated, positive attitude and able to work under pressure* Ability to communicate (verbal and written) in additional languages other than BM and English would be an advantage* Candidate should have a risk-based approach / mindset in solving fraud incidents and ability to respond well to constructive criticism* Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.