Global Protections Agent - Mandarin - Kuala Lumpur

A Global Protections Investigator will be a multi discipline skilled teammate and customer advocate in charge of providing world class customer support and guidance to both our internal and external customers supporting various workflows, complex queues and specialized workflows which will include, but not limited to – Protection Services INR/SNAD, Billing Error Disputes, Chargebacks, Issuing Disputes, QRC, VENMO, Credit Disputes among others. An investigator will always strive to deliver the highest quality of work and aim to protecting our company against financial loss resulting from inaccurate adjudications or oversight.

This role will involve being highly flexible and agile in order to switch between different workflows and queues as required depending on customer impact, service level constraints and tactical interventions required in order to carry our daily operations efficiently.  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. An investigator may be also called upon to support ad hoc business requirements like providing training/mentoring support, UAT testing, remediation activities being undertaken etc.

An individual at this role is also expected to keep upgrading their processing skills and take appropriate measures and efforts to keep abreast with business and product knowledge which impacts the quality of their case decisions in order to ensure the responsibilities are dispensed with adequately.

Functional Skills

• Effective time management skills to be able to work in a blended environment (different types of cases/queues, e-mails)
• Effective written and verbal communication skills to create amazing customer experiences
• Basic awareness of Regulatory and Financial Laws and Acts for the Markets being serviced
• Basic abilities in analyzing data to make discretionary decisions based on research
• Basic change management skills to learn and adapt to new tools, processes, policies and procedures
• 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

• Decision Quality
• Critical Thinking
• Problem Solving
• Drive for Results
• Effective communication skills
• Customer Focus

Hiring Requirements

I.EXPERIENCE

• 12+ months customer service experience or back office experience required

II.EDUCATIONAL REQUIREMENTS

• Bachelor's Degree or equivalent Required 

Scope of Responsibilities

• Timely execution of assigned tasks and deliverables
• Analyze queries and make an informed decision assisting buyer to resolve their seller dispute inquiries in line with SOP & Policy guidelines
• Analyze cases and make an informed decision on queries initiated by buyers through their credit card/ debit card company, the issuing bank or on the credit products which adheres to stipulations as laid out by Card Associations, Processor sites and other financial stakeholders
• Analyze cases and make an informed decision on queries initiated by buyers on billing disputes and unauthorized billing which is aligned with regulatory guidelines
• Provide feedback and insights on SOP’s
• Meet minimum performance targets in queues as assigned
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers (IDO Specific)
• Strong written (email) communication utilizing proper grammar and punctuation required for communicating updates to supervisors, customers and stakeholders
• Ability to function in multiple queues covering several product lines
• Demonstrates behaviors and values (Innovation, Inclusion, Wellness, and Collaboration)