Risk Operations Agent - Mandarin - Kuala Lumpur

Overview

As a Global Protections and Risk Investigations (GPRI) teammate, you will be responsible for assisting customers with their account issues. A GPRI teammate will be skilled in handling accounts to make good quality decisions and resolving issues in an efficient manner whilst meeting our service level agreements. The GPRI teammate will be required to work cases from pre-determined queues to resolve a variety of customer queries such but not limited to chargebacks, ACH returns, claims for item not received or item not as described, unauthorized or duplicate payments, and billing errors. They will complete this by looking at a variety of tools, resources such SOP / SOL, customer documents and account activity to make a strong decision on behalf of our company.

Qualifications

Functional Skiils

• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
• Strong written (email) communication utilizing proper grammar and punctuation
• Ability to function in multiple telephone and email queues covering several product lines
• Ability to learn and adapt to new software technologies
• Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).
• Basic Knowledge of internal systems and software.

Competencies

Hiring Requirements

I.EXPERIENCE

II. EDUCATIONAL REQUIREMENTS

Responsibilities

Scope of Responsibilities

Reviewing Chargeback and / or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return