Teleperformance

Outsourced customer experience management services

Fraud & Risk Analyst - Mandarin

Financial Crime & AMLConfirmed live in the last 24 hours

Full-timeMalaysiaNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree in accounting or finance relevant to fraud, chargebacks, and appeals.
At least 1–3 years of experience in fraud manual review, including reviewing user appeal documents, user analysis, and trend analysis.
Understanding of payment chains, including CCDC, PayPal, and e-wallets.
Understanding of fraud trends and fraud chargebacks, with experience handling related scenarios.
Ability to learn and adapt quickly to a fast-paced startup environment, changing standard operating procedures, and varied business lines.
Ability to complete cases within targeted service-level agreements while meeting the required accuracy standard.
Preferred proficiency in English and multiple languages, depending on market assignment.
Preferred experience in fraud manual review, user appeals, and trend analysis operations.
Strong analytical and research skills.
Ability to work in a fast-evolving environment with attention to detail.
Experience in payment services and fraud and risk operations is an advantage.
Preferred proficiency with Microsoft Office Suite.
Preferred typing speed of at least 40 words per minute.

Responsibilities

Review appeal cases received from business lines through the CMS, evaluate submitted proof documents, and decide whether a user can be removed from a blacklist.
Match details across proof documents, including card number, payment name, and payment email.
Conduct post-transaction manual reviews of completed transactions flagged as high risk to evaluate potential fraud, including cases sourced from models and blacklist backtracking.
Understand each business line's business model and evaluate risk based on user behavior across multiple transactions.
Share fraud trends with the fraud strategy team promptly in accordance with standard operating procedures.
Follow documented user-analysis steps and actions, and record results in standard operating procedures as they are updated.
Conduct manual pending reviews of transactions held during processing and evaluate risk before accepting them.
Handle customer escalation cases by checking rejection reasons, analyzing users, and responding with standard replies.
Follow standard operating procedures for actions such as proactively whitelisting or releasing users and requesting document submissions.
Handle chargeback representment cases in accordance with chargeback operating procedures and requirements.
Complete chargeback cases within the prescribed service-level agreement or deadline, ensuring representment documents are gathered correctly and matched to the chargeback reason.
Prevent fraudulent activity, enforce terms of service and policies, and support compliance across a global user base.

Desired Qualifications

Experience handling chargebacks is preferred.

Qualifications

Minimum Skills to Hire:

Candidates with Bachelor Degree in accounting, finance relevant with Fraud, Chargeback and Appeal
Candidates with fraud manual review experience (at least 1-3 years): including reviewing user appeal document, user analysis and trend analysis.
Candidates are expected to have the ability to catch up start up fast-paced environment and working mindset on thinking out of the box.
Candidates are expected to understand payment chain where included CCDC, PAYPAL, E-wallet and so on.
Candidates are expected to understand fraud trend and fraud chargeback also experience of handling such scenario.
Candidates are expected to have "moving forward" and "never stop learning" spirit where risk operation faced varies business line (not focused on only 1) and it will require outsource member to learn fast and think fast.
Averagely, amendment and update of SOP held once every month, candidates are required to learn and adapt changes fast too.
Candidates are expected to complete cases from targeted SLA with standard level of x% accuracy rate.

Preferred Requirements

Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
Fraud Manual Review, User Appeal and Trend Analysis operations experience is preferred
Strong analytical and research skills
Knowledge Ability to work in a fast and evolving environment with detail-oriented focus.
Experience in Payment services and Fraud and Risk Operations is an added advantage.
Experience in Microsoft Office Suite is preferred
Preferably to have a typing speed of at least 40 words per minute

Responsibilities

Responsibilities:

Focus on appeal cases received from business line, case received from customer with proof document will send through CMS system to team analyst to decide, if possible, to release user from blacklist.
Analyst to match all the proof documents details including card number, payment name, payment email and so on
Focus on completed transaction that being flagged with high-risk flag where cases will be sent to analysts for post manual review to evaluate if is a potential fraud. Case source included model, blacklist backtrack and so on.
According to different business line, the key element may differ. Analyst is required to understand the business model of every business line to make accurate risk evaluation. Post manual review is focused on user behaviour analysis where it is not only looking at single transaction.
Standard SOP will be provided with immediate action to share fraud trend instantly to fraud strategy team.
User analysis steps, actions and result will be included in SOP. At the same time, SOP will constantly update and amend to achieve high accurate case check.
Pending review is referring to transaction being hold for x hours during time of transacting. Those transaction will be sent to manual pending review for analysts to evaluate the risk level before accepting it.
Focus on handling customer escalation cases rejection reason check, user analysis and reply user with standard reply.
According to SOP, follow the action stated for relevant result including proactive whitelist, release user and document submission action
Strictly following chargeback operation standard SOP and requirement to handle representment case, candidates with chargeback handling experience is more preferrable.
To complete the chargeback case within SLA/Pre-set time given, ensure all the representment documents are gathered correctly and match the case with chargeback reason.
Protect our ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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