Merchant Risk Monitoring - Cantonese - Kuala Lumpur

Teleperformance; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global service provider in Malaysia is looking for a skilled Merchant Risk Consulting Agent. The ideal candidate will possess over 5 years of experience in customer service or finance, especially in fraud or credit risk. You will conduct comprehensive risk reviews of merchants while ensuring a positive experience. Strong communication skills and a Bachelor’s degree are essential. This role may involve working in varying shifts.

Qualifications

• 5+ years of experience within a customer service or financial institution involving fraud or credit risk.
• Fluent in English and a regional language.
• Strong working knowledge of external systems and PC-based applications.

Responsibilities

• Conduct holistic risk review of merchants in the Business Seller Segment.
• Balance risk assessment with merchant experience.
• Proactively educate merchants while making sound decisions.

Skills

Critical thinking

Customer service

Strong communication skills

Risk assessment

Problem solving

Attention to detail

Education

Bachelor's Degree or equivalent experience

Tools

Microsoft Office

Job description

Overview

We are looking for a highly talented, self-motivated, individual to join the Seller Risk Operations team as a Merchant Risk Consulting Agent. We are looking for someone who has experience in Seller Risk Operations.

Qualifications

What does Success Look Like?

Holistic Review

• Your critical thinking is end-to-end to understand the full Merchant Life Cycle evaluating Identity, Intent, Business Model, and Financial Stability of our merchants.
• You develop the full “merchant story” within your review process to validate and understand the Merchants situation.
• You wear several “hats” - Risk, Relationship Manager, Negotiator, and Investigator
• You will work towards understanding Industry risk idiosyncrasies
• You are working to have Global awareness of process alignment and economy implications

Merchant Education

• You always put yourself in the merchant’s shoes and act as a strong partner.
• You have the ability to effectively communicate outcomes, build relationships and consult with our Merchants.

About You

• You have a Bachelor’s Degree or equivalent experience
• You have 5+ years’ experience within a customer service or financial institution, with experience in Fraud, Credit Risk, Transaction processing or Chargeback Processing
• You are fluent in English and Regional Language
• You have strong written and verbal communication skills.
• You have an ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.
• You have strong working knowledge of external systems and PC based internet and software applications (e.g. Internet, Microsoft Office).
• You are creative, good at learning on the fly, have strong customer focus and problem solving skills and you operate with integrity.
• Shifts – Morning & Afternoon with no Sat/Sun fixed offs.
• People from Credit risk, Credit card underwriting, mortgage underwriting experience to be looked at.
• Experience range: 3- 5 years

You Might Also Have

• An ability to be comfortable working within ambiguous areas of policy where outstanding decision-making quality is present.
• An ability to learn and adapt to new software technologies.
• The ability to work independently with a strong drive for results.
• Experience with conflict management and interpersonal skills.
• You will conduct a holistic risk review of Merchants in the Business Seller Segment through various workflows. (including but not limited to case management, phone, email, ticket channels)
• Your holistic review will include a balanced approach of assessing risk and the merchant experience.
• You will interact proactively and educate the merchant while making strong decisions which will balance Risk and Experience.
• You will serve as a credible partner that makes sound decisions.
• You will monitor accounts for indications of risk assessment with merchant growth potential.
• You will begin to have experience with merchant education and communication.
• With a high level of initiative, you will start to take a proactive approach to risk assessments.

Responsibilities

Job Description

• You will conduct a holistic risk review of Merchants in the Business Seller Segment through various workflows. (including but not limited to case management, phone, email, ticket channels)
• Your holistic review will include a balanced approach of assessing risk and the merchant experience.
• You will interact proactively and educate the merchant while making strong decisions which will balance Risk and Experience.
• You will serve as a credible partner that makes sound decisions.
• You will monitor accounts for indications of risk assessment with merchant growth potential.
• You will begin to have experience with merchant education and communication.
• With a high level of initiative, you will start to take a proactive approach to risk assessments.