Summary

Responsibilities:

1. Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live.
2. Manage vendor-related dispute tickets including: RFI - Transaction Trace, RFI - Creditor Trace.
3. Investigation Requests for various scam types such as Money Mule, Investment Scam, Romance Scam, Advance Fee Fraud, Jobs & Employment Scam, Social Engineering, Relationship Scam, Threat/Extortion, Recovery Scam, Relo Scam, On-forwarded Scam, and other Scam/Fraud cases.
4. Handle ticket management.
5. Process refunds efficiently and accurately.
6. Resolve bank verification issues.
7. Monitor daily transactions and sweep activities, including rejected, pending, and review statuses.
8. Participate actively in daily operations meetings.
9. Conduct investigations for operational issues and escalations.
10. Provide education and guidance to Customer Support teams for troubleshooting and business-as-usual (BAU) activities.

Requirements:

1. Proven experience in reviewing, finalizing, and ensuring compliance of operational policies and procedures to support successful go-live initiatives.
2. Ability to conduct training sessions and effectively communicate updated policies and procedures to relevant teams prior to go-live.
3. Strong skills in managing and resolving vendor-related dispute tickets and investigation requests, including various scam types, within defined SLA timelines.
4. Demonstrated capability to improve investigation processes, aiming to reduce average resolution times through process optimization and cross-team collaboration.
5. Experience in daily monitoring of transactions and sweep statuses (rejected, pending, review), with the ability to document findings accurately and consistently.
6. Ability to provide timely support, education, and guidance to Customer Service teams to enhance troubleshooting and business-as-usual (BAU) operations.
7. Excellent organizational and communication skills to conduct knowledge-sharing sessions and foster continuous improvement in operational support.

Skills

• Communications Skills
• Operations
• Team Collaboration