Payment Risk Executive

Grab

  • Makati, Philippines
    ​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
  • Full time
Posted a month ago and deadline of application is on 10 Feb
Recruiter was hiring 4 hours ago

Payment Risk Executive

Grab

Job Description

An Executive plays an essential part in Payment Operations ongoing development and new processes.

An Executive has proficiency in his or her subject; the proficiency that generally comes from experience, ability to learn fast, transfer of knowledge to others, willingness to accept new responsibilities, multitask and good work ethics.

  • Functional - Support our customers & fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies;
  • Responding to chargeback requests from issuing banks.
  • Work on KYC and KYB cases
  • Perform risk analysis on transactions to determine if there are any fraud patterns
  • Conduct investigations on drivers/passengers based on chargeback received.
  • Analyze chargeback received to identify fraud patterns and trends.
  • Clear the Payment Risk and Chargeback queues - Tickets related to fraudulent charges, escalations on decline payments due to elevated Risk factors and review on potential elevated risk customers.
  • Ensure that work is completed in accordance with established procedures and standards;
  • Acquire and update knowledge on procedures related to relevant processes;
  • Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
  • Support our customers & fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies;
  • Clear the payment risk and chargeback queues - (general) tickets related to payments, customers & taxi drivers on a daily basis;
  • Run investigations regarding payments that are unsuccessful;
  • Manually process payments and update booking details;
  • Liaise with other departments when required;
  • Work on phone and emails channels
  • Ensure that work is completed in accordance with established procedures and standards;
  • Acquire and update knowledge on procedures related to relevant processes;
  • Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
  • Process work as requested by Team Leader/Manager;
  • Participate in team meetings, activities, promotes team spirit.
  • Show dedication and ownership of clearing the GrabPay queues - adhere to Service Levels.
  • Proven track-record of great customer service
  • Handle GrabPay escalations internal / external and queries related to payment gateway.
  • Provides coaching, advice and guidance based on case findings.
  • Participates in meetings and presentations or other designated special projects as assigned by department management.
  • Other duties as assigned by Management or reporting Supervisor.
  • Customer - Meet the customer metrics (CSAT) and NPS target for business
  • Financial - Contribute towards cost saving and financial optimization projects.
  • People - Culture fit – aligned to our Grab 7 principles.

Minimum Qualifications

  • Tenured minimum 6 months on the floor as BAU employee.
  • No disciplinary and tardiness issues.
  • Candidate must not be on PIP.
  • Ability to proficiently use all MS Office products.
  • Ability to deliver training.
  • Excellent written and verbal communication skills.
  • Self-motivated, as well as the ability to work in a team environment.
  • Training development experience is a plus.
  • Ability to bring day-to-day experience to the subject matter– both content and its context for the business.
  • Fair knowledge of the content/topical area.
  • Possibility to work on weekends (flexible schedule)
  • Be detailed and quality oriented as well as have strong analytical and problem-solving skills.
  • Possess excellent verbal and written communication skills.
  • Be able to think outside the box and make balanced and unbiased decisions based on all available information.
  • Make balanced and unbiased decisions.
  • Demonstrate a strong customer service orientation as well as conflict management skills and the ability to deliver difficult messages in the best way possible.
  • Ability to demonstrate composure and a high degree of professionalism when in high pressure situations.

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
Industry
Transportation
Vacancy
3 openings
Website
https://www.grab.com/ph/

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About Grab

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.
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