Risk Operations Agent - Mandarin - Kuala Lumpur

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.  

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

• Customer Focus
• Critical Thinking
• Problem Solving
• Decision Quality
• Drive for Results
• Functional & Technical Proficiency

Hiring Requirements

I.EXPERIENCE

• 12+ months customer service experience required

II.EDUCATIONAL REQUIREMENTS

• High School Diploma or equivalent Required 

Scope of Responsibilities

• Review customer's accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver’s licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account.
• Limiting customer accounts when appropriate.
• Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback.

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