Deskripsi Pekerjaan
Join Touch 'n Go's elite fraud investigation team as a Customer Service Analyst, where you'll become a guardian of financial integrity in Malaysia's leading e-payment ecosystem. This pivotal role demands exceptional analytical skills and customer service expertise to combat fraudulent activities across our digital platforms. You'll investigate complex transaction anomalies, provide expert-level guidance on financial security protocols, and deliver seamless resolutions to high-stakes customer inquiries. As a fraud specialist, you'll analyze transaction patterns, identify emerging threats, and collaborate with cross-functional teams to implement preventive measures. Your insights will directly protect thousands of users while maintaining the trust that defines Touch 'n Go's brand. This position offers a unique opportunity to develop specialized skills in financial fraud detection while working at the forefront of digital innovation.
Tanggung Jawab
- Investigate and resolve complex customer inquiries related to fraudulent transactions and security breaches
- Analyze transaction patterns to identify suspicious activities and potential fraud risks
- Provide expert-level assistance on financial products, security protocols, and technical issues
- Collaborate with fraud prevention and cybersecurity teams to implement security enhancements
- Document investigation processes and maintain detailed case records for audit compliance
- Develop proactive fraud prevention strategies through pattern recognition and trend analysis
- Train junior staff on fraud detection methodologies and customer service best practices
Kualifikasi
- Bachelor's degree in Finance, Business Analytics, Criminal Justice, or related field
- Minimum 2 years of experience in customer service with fraud investigation exposure
- Proficiency in data analysis tools (Excel, SQL, or similar) and CRM systems
- Strong knowledge of financial transaction security protocols and anti-fraud measures
- Exceptional communication skills with ability to explain complex technical concepts
- Detail-oriented with proven ability to analyze large datasets for anomalies
- Certification in fraud examination or cybersecurity (CFE/CISM) preferred