Alamat
Bentuk pekerjaanJob Description
Job Description:
- Socialize and inform agents related to applied policies and standards with the Agents in order to ensure Agents understand and comply with performance standards and policies to achieve company's goals
- Providing advice and solved the issues occurred (as 3rd escalation point) that can't be handled by Service & Recovery Team Team Lead
- Monitor and evaluate the Service & Recovery's team performance (in handling appeal customer complained in CS) in order to identify the gap and improve their performance
- Review, understand, and socialize identified fraud/scam patterns to Teams in order to prevent/minimize the possibility of potential risk to happened
- Review, approve/reject, and socialize plan program implemented from Team Lead to prevent fraud/scam in order to make safeguard for company asset's
- Handling special cases related in fraud problem from Agents (3rd escalation point) in order to solve the problem that need extra care
- Escrow pending analysis for cases suspected / related to fraudster/scammer, in order to release the escrow to Seller
- Handling Reserve Balance on seller wallet in order to clawback fraud/scam loss to reduce our loss
- Providing analysis for ad hoc tasks requested from other team in order to support the ad hoc requests
Requirements:
- 5 years min experience in operation or strategy, customer service, fraud r irsk
- Strong leadership skills
- Excellent problem solving and team management
- High attention to details
- Proficient in using Excel / G-sheet & PowerPoint / G-slide
- Good structure, decent logic, good with numbers
