职位描述：
summary
exciting opportunities exist for highly motivated professionals to join the retail contact centre fraud prevention team. the rcc team is dedicated in providing excellent online customer experience through efficient support for online transactions.
we are looking for a fraud prevention specialist with excellent analytical skills and extensive knowledge of best practices for order exception management. this role will contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any payment processing issue in a timely manner.
key qualifications
- 1-2 years proven experience in customer service type role, experience in fraud review is preferred
- analysis and problem solving skills
- decision making and sound judgment
- strong written and verbal communications
- customer-focused, detailed-oriented individuals
- ability to maintain a positive attitude in high-stress/fast-paced work environment
- comfortable working with ambiguity
- ability to work and make decisions with minimal supervision
- team player
description
the fraud prevention specialist responsibilities include:
reviews and analyzes simple – complex blocked card not present orders to detect fraudulent activity, determining appropriate next steps
cancels fraudulent orders and serves as a point of contact between customers, credit card banks, and shipping carriers where necessary
perform outreach to customer via email and phone
analyzes, identifies, and communicates trends from exception reporting
reviews credit issues and processes as necessary
researches and resolves card not present chargeback disputes
identifies innovative ideas to improve the customer experience
achieves or exceeds performance and productivity goals
opportunity to participate in related projects
education & experience
bachelor degree, diploma or equivalent
additional requirements
effective communication in cantonese, mandarin and english
flexibility to work rotating shifts, including weekends and public holidays