Fraud Investigator (1-year fixed-term)

Lalamove; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading delivery platform in Kuala Lumpur is seeking a fraud risk management professional to analyze and eliminate platform risks. Candidates should possess strong analytical skills, excellent communication abilities, and a proactive mindset to handle customer conflicts effectively. This role is critical in maintaining service integrity and enhancing customer experience in a fast-paced operational environment.

Qualifications

• Candidates must have excellent written and spoken English skills.
• Demonstrated ability to work independently and make complex decisions.
• Experience in data analysis and KYC is an advantage.

Responsibilities

• Identify and minimize fraud risks through analytical actions.
• Achieve/exceed weekly productivity and quality standards.
• Participate in ad hoc projects as necessary.

Skills

Analytical thinking

Problem-solving

Communication

Conflict resolution

Attention to detail

Education

Previous work experience in a customer service / retail environment

Knowledge of or experience in a fraud/risk management environment preferred

Tools

Microsoft Office

Google Suite

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it!

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

Lalamove is seeking individuals who are dedicated, passionate, analytical and results-oriented in fraud risk management. Candidates will be responsible for a wide range of duties related to investigation, analytics and elimination of risk on the platform. The position relies on an analytical mind, critical thinking, detailed investigation and excellent judgment.

What you’ll do

• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Consistently achieve/exceed weekly productivity and quality standards.
• Participate in ad hoc projects/assignments as necessary.

What we seek

• Excellent written and spoken English skills and an ability to compose grammatically correct, concise and accurate written response.
• Exceptional interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers.
• Demonstrated ability to work independently and make complex investigation decisions with little to no guidance.
• Team player capable of learning and sharing knowledge in a global team environment.
• Experienced customer conflict resolution skills with a keen focus on quality and customer experience.
• Self-disciplined, diligent, proactive and detail oriented.
• Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency.
• Analytical and problem solving skills, including the ability to recognize non-obvious patterns.
• Proficient with Microsoft Office or Google Suite

What you’ll need

• Previous work experience in a customer service / retail environment
• Knowledge of or experience in a fraud/risk management environment preferred
• Experience in data analysis, research, KYC (Know Your Customer), translation or training is a distinct advantage