Risk Investigator

Conexus


Vacancy
20 openings
Preferred Educational Attainment
Graduated from college
Posted
6 months ago
Application deadline
in a month
Recruiter responds
10% of the time
Recruiter last seen
3 months ago
Industry
Management and Consultancy
Employment Type
Full time
Salary
35,000.00 - 45,000.00 PHP per month
Office Address
Ortigas, Pasig, Pasig, Metro Manila, Philippines
Minimum Qualifications:
Graduated from college
  • Candidate must possess at least a Bachelor’s degree of any course
  • At least one (1) year of working experience in e-commerce fraud prevention, quality control or related field
  • At least two (2) years working experience handling customer service in a BPO/Call Center environment, preferably under a financial account
  • Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns
  • Excellent English communication skill both in speaking and writing
  • Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
  • Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses • Amenable to work on a shifting schedule and during declared holidays
  • Demonstrate flexibility to work overtime hours based on business needs

Preferred Qualifications

  • Process improvement and documentation experience
Job Description

TRANSACTIONS

  • Monitors real time queues and identifies high risk transactions within the business portfolio
  • Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
  • Reports identified fraudulent transactions to the leadership team
  • Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses
  • Recommends anti-fraud processes for changing transaction patters and trends
  • Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members
  • Contacts customers and banking institutions to verify legitimate transactions and payment information
  • Documents all interaction and findings in Desk.com and CRM

CUSTOMER SERVICE SUPPORT

  • Answers queries from the Customer Service queue to ensure continuous learning of the Company’s processes
  • Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner
  • Provides accurate resolution to all customers needs that is within predefined guidelines
  • Serves as backup support for CS team when needed
  • Answers transferred calls from the CS team regarding transactions that are currently on review or resulted to dissatisfaction due to the review process
  • Receives transferred calls for “Challenge Questions”


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