Associate, Fraud Careline Ambassador

NEW

Kuala Lumpur, Malaysia

Permanent

Responding to customer enquiries and delivering customer care fraud related calls, emails and chats
Support fraud incident escalation from National Scam Response Centre (NSRC)
Evaluate fraud incidences and complaints highlighted by various parties received and provide findings / full chronology to the outcome of the cases
Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting fraudulent activities
Document comprehensive investigations outcome to maintain high levels of customer satisfaction
Actively contributing to improve CSAT (Customer Satisfaction) scores by understanding customer needs and proactively addressing issues
Work closely with process improvement and quality assurance personal to suggest standard practice from voice of customer – VoC
Comply to standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service
Collaborate with team leader to identify process inefficiencies and propose enhancements to streamline fraud operations
Maintaining a polite, helpful, and professional manner
To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.

At least Diploma / Advanced / Graduate Diploma or Degree in any fields or equivalent
Prior experience using Zendesk, or any other Customer Service Management system would be an advantage
Minimum 1 year of experience in customer service/experience environment. Fresh graduate encouraged to apply.
Ability to work under 24/7 Fraud Careline operations
Demonstrates strong investigative ability
Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise
Customer-centric mindset and a commitment to delivering an exceptional customer experience
Possess basic data analysis, data verification and reporting skills
Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fast-paced environment
Self-motivated, positive attitude and able to work under pressure
Ability to communicate (verbal and written) in additional languages other than BM and English would be an advantage
Candidate should have a risk-based approach / mindset in solving fraud incidents and ability to respond well to constructive criticism
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.