Job Description
Our Client:
Our client, an MNC located in the Central Business District, Singapore is looking to hire 2 x Operations Specialist - Investigation (Contract- 12 months renewal) to join their team.
This role requires building and maintaining relationships with the following stakeholders, outside the reporting line.
The Responsibilities:
* The Specialist will be responsible to ensure that daily service level agreements are met in responding to user tickets and reviewing Identity Misuse Queued reviews and users identity for confirmation or risk identification
* He/She will be working closely with the product stakeholders and shared services stakeholders to provide feedback to help improve our models as well as focusing on analysing online patterns and trends
* Work with operations team and product to help develop drive feedback loop with document verification vendors and expand personal expertise in this area Investigate complex situations and potential misuse of verification process
* Work with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies and fixing productloop holes
The Requirements:
* To qualify for this role, you may have 2-4 years of similar experience otherwise 1-2 years of experience within risk management, fraud prevention, or Trust and Safety
* Must be available for a regular schedule of 5 days work per week (40 hours), mutually agreed with your supervisor which may include weekend days and public holidays
* Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner
* Ability to balance fraud prevention alongside a positive customer experience
* Excellent problem solving, critical thinking and analytical skills, with an ability to organize and work evolving fraudulent behaviors
* Desire to work in a fast-paced and rapidly changing environment. Ability to multi-task, learn and adapt to new technologies
* Ability to remain calm in time sensitive situations, prioritize and respond to user and cross-functional team needs
* Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users
* Ability to analyze data for patterns and draw conclusions and suggestions
* SQL, JSON, or equivalent experience with other coding languages is a plus
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.