Fraud Careline Ambassador

Role Overview:
The incumbent is responsible for handling complex customer inquiries and providing expert level assistance on a range of financial products, services, and technical issues. Primary goal will be to resolve customer concerns efficiently, ensure regulatory compliance, and deliver an exceptional customer experience. This role is ideal for a detail-oriented and tech-savvy professional who thrives in a fast-paced environment and is passionate about optimizing customer service operations through technology and process improvements.

What You'll Do:
• Responding to customer enquiries and delivering customer care fraud related calls, emails and chats
• Support fraud incident escalation from National Scam Response Centre (NSRC)
• Evaluate fraud incidences and complaints highlighted by various parties received and provide findings / full chronology to the outcome of the cases
• Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting fraudulent activities
• Document comprehensive investigations outcome to maintain high levels of customer satisfactio
• Actively contributing to improve CSAT (Customer Satisfaction) scores by understanding customer needs and proactively addressing issues
• Work closely with process improvement and quality assurance personal to suggest standard practice from voice of customer – VoC
• Comply to standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service
• Collaborate with team manager to identify process inefficiencies and propose enhancements to streamline fraud operations
• Maintaining a polite, helpful, and professional manner
• To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.

Role Requirements:
• At least Diploma / Advanced / Graduate Diploma or Degree in any fields or equivalent
• Prior experience using Zendesk, or any other Customer Service Management system would be an advantage
• Minimum 1 year of experience in customer service/experience environment. Fresh graduate encouraged to apply.
• Ability to work under 24/7 Fraud Careline operations
• Demonstrates strong investigative ability
• Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise
• Customer-centric mindset and a commitment to delivering an exceptional customer experience
• Possess basic data analysis, data verification and reporting skills
• Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fast-paced environment
• Self-motivated, positive attitude and able to work under pressure
• Ability to converse in Mandarin/Chinese would be an added advantage
• Candidate should have a risk-based approach / mindset in solving fraud incidents and ability to respond well to constructive criticism
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.