Risk Ops Analyst (Rolling Intake)

About Grab Malaysia

Grab is the leading super-app platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents.

Your role

Get to know the Team

The primary purpose is to support the growth and efficiency of GFG Risk Operations which include chargeback, fraud investigation & prevention, and merchant & consumer onboarding due diligence. Using your influencing skills, together with data analysis and creativity in "getting stuff done", you will be able to drive through improvements and positively collaborate with country teams across the region.

Get to know the Role

• As a Risk Ops analyst, you will have the opportunity to carry out the chargeback process related to direct card payments.
• This role involves proactive analysis, development, and implementation of strategies to detect, prevent and minimize chargeback activities.
• Proactively contribute to the identification of system improvements, new strategies, automation & technologies related to the chargeback process, and fraud prevention.
• The ideal candidate is self-driven, with a positive attitude, experience in the payment environment, and amazing soft skills.

The Day-to-Day Activities

• Review, classify chargeback nature, and effectively resolve chargeback submissions in an accurate and timely manner.
• Use internal and external tools to make decisions while uncovering patterns and trends
• Assist Fraud Prevention and Investigations by reviewing accounts and transactions.
• Proactively provide suggestions for improvements and contribute to team projects.
• Support the TQA team in terms of guiding current SOP and recommendations for the upcoming new product launch which posses’ an impact on chargeback and fraud.
• Document any identified gaps in chargeback procedures and work with the team leaders and managers to find a resolution.
• Handles projects using new practices or values to accomplish goals and solve problems.
• To participate in the implementation and testing of new functionalities.
• May consult with senior peers and team leads to learn through experience.
• Communicate with customers(email), gateways, and acquirers during the chargeback appeal and process alignment in a professional and sensitive manner.
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Facilitate problem-solving and collaboration.
• Ensure discussions and decisions lead toward closure.
• Maintain healthy group dynamics.
• Encourage creativity, risk-taking, and constant improvement.

Training & development

Grab declares its company as a big fan of potential and so it likes to match it with an opportunity. The company believes it is when a job becomes a career and when that career really takes off. You’ll get the opportunity to grow your skills while you solve real issues across the region – changing your own life and those of people around you, for the better. Grab is committed to designing and building accessible experiences for everyone – ones that work with assistive technologies and meet the standards set by the Web Accessibility Initiative. (source:grab.careers)

Compensation & benefits

The salary of non-senior roles in the Analyst function at Grab Malaysia range from MYR 36,000 to MYR 72,000 per year. (source:glassdoor.com). Other employee benefits Grab you may get will include:

• Allowances
• Multiple insurances (health, dental, vision, life)
• Health saving accounts (HSA)
• Flexible spending accounts (FSA)
• Mental health care

Career progression

Grab Malaysia is a decent place for fresh graduates to grow even better. The company's culture and people are all great as well as the benefits. Although there is no clear statement regarding the career level related to this position, working at Grab will still become a big impact on your career progression.

Work-life balance

This technology-based company is known for its flexibility so the work-life balance will never be a problem when you work here. The flexible working hour will require 9 hours a day, with a 1-hour break for lunch (8 working hours effectively).

Company culture

At Grab, every Grabber is guided by The Grab Way, which spells out the company's mission, how Grab believes Grab can achieve it, and Grab operating principles - the 4Hs: Heart, Hunger, Honour, and Humility. These principles guide and help Grabber make decisions as they work to create economic empowerment for the people of Southeast Asia.

About you

To be eligible for applying to this role, you need to have the following qualifications:

• Job performance at a satisfactory level and not subjected to any formal disciplinary action.
• Can quickly adapt to new technology and systems: experience with Zendesk, XM, Google doc/sheet, and MS Office preferred.
• Ability to work in a fast-paced environment, drive and embrace change
• Organizational and time-management skills
• Decision-making skills
• Possibility to work on weekends (rotation)
• Be detail and quality oriented as well as have strong analytical and problem-solving skills.
• Team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission

How to apply

To apply to this position, simply click the "Apply on employer site" button on this page. We will direct you to Grab's official link for this vacancy. Make sure you have read all of the requirements mentioned above.