Associate, Fraud Operations

TNG Digital Sdn Bhd; Kuala Lumpur; Sur place; MYR 47 000 - 71 000; Plein temps

Résumé du poste

TNG Digital Sdn Bhd is seeking an Associate for Fraud Operations in Kuala Lumpur. The role manages ticket escalations from Careline and conducts validations before root-cause analysis of fraud cases, including chargebacks and DuitNow.

You will provide analytical support to Risk Management to prevent fraud and drive revenue, identify fraud risks across the customer lifecycle, and collaborate with stakeholders to implement effective controls while maintaining customer experience.

Qualifications

• Degree in any field or equivalent.
• Minimum 2 years in customer service/experience with fraud analysis.
• Strong analytical and reporting skills with numeric interpretation.

Responsabilités

• Manage ticket escalations from Careline with validations before root cause analysis.
• Investigate fraud-related cases including Careline tickets, chargebacks, Money Back Guarantee, Visa Card, DuitNow.
• Provide analytical support to Risk Management to prevent fraud and drive revenue.
• Identify and monitor fraud risks across the customer lifecycle and merchant services.
• Collaborate with internal and external stakeholders to ensure effective fraud solutions and good customer experience.
• Educate customers on potential vulnerabilities.
• Gather evidence reports and share with management to plan mitigations and process reviews.
• Work with cross-functional teams to design risk and fraud controls using data analysis.
• Stay updated on fraud trends and regulatory landscape.
• Advise customer-facing teams for quick, orderly fraud issue resolution.
• Carry out ad-hoc tasks as assigned.

Connaissances

Analytical skills

Reporting skills

Risk management mindset

Interpersonal influence

Multi-tasking

Customer service ethics

Communication skills

Formation

Bachelor's degree or equivalent

Description du poste

# Associate, *Fraud Operations*Kuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Manage ticket escalation from Careline with comprehensive validations conducted prior to addressing the root cause and substantiated with evidence* Ensure proper investigations are conducted for all type of cases received with regards to Careline ticket, Chargeback, Money Back Guarantee, Visa Card, DuitNow and other fraud related cases.* Providing analytical support to the Risk Management team in order to prevent fraud, mitigate risk and drive revenue growth* Identify, analyse and monitor the potential risks due to fraud in all areas of the customer lifecycle and merchant related services* Investigate suspicious user or merchant profile on account verification, face verification, authentication related and blacklist confirmed fraud profile* Manages the relationship with internal and external stakeholders (i.e. customers, banking entities) to ensure that fraud solutions are effective while maintaining customer experience* Ensure that customer education on potential vulnerabilities are communicated effectively* Evaluate all fraud incidences and complains highlighted by various parties received and proposes a sound decision on the outcome of the cases* Gather investigation evidence report and share with management in order to plan mitigation measures and reviews of processes* Work with cross functional teams to design and implement risk and fraud control strategies based on data analysis* Continuously gather the latest developments and trends in fraud and risk and regulatory landscape and analyse fraud patterns* Provide advice and guidance to customer-facing teams in order to ensure quick and orderly resolution of fraud related issues without compromising customer goodwill* To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.#### Requirements* At least Degree in any fields or equivalent* Minimum 2 years experiences in customer service/experience environment with fraud analysis background (Preferably in service sector, banking industry or commercial services)* Good analytical, detailed to number with good reporting skills with interpretation capabilities* Candidate should have a risk-based approach / mindset in solving problems and ability to respond well to constructive criticism* Ability to influence agent on strong customer service ethics and persuasive skills* Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment* Self-motivated, positive attitude and ability to manage multiple tasks* Passionate towards customer satisfaction and able to work under pressure* Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.