Senior Customer Service Specialist

**What is it about in one line?**

You will be performing fraud reviews to continually safeguard YouTrip’s reputation and customer’s funds.

**Sounds interesting? Here’s more about us**

Our culture is entrepreneurial, open & inclusive, and teamwork oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space.

Our Fraud Operations Team aims to protect our users from fraudulent charges and safeguard our reputation as a licensed payments service provider. As a Senior Fraud Specialist in Singapore, you would be responsible for pioneering our fraud contact centre operations, verifying customer identities, resolving potentially fraudulent disputes, and serve as the main point of escalation for resolving fraud escalations, delivering amazing customer experience.

**You will**:

- Actively perform fraud alert investigations for our consumer and business segments in Singapore/Regionally and work with other stakeholders in managing the end-to-end fraud handling process
- Analyze fraud trends and actively implement controls, taking into consideration ways to minimize fraud losses and enhance customer experience
- Perform ongoing data analysis to continuously finetune fraud monitoring rules to enhance higher true positive while minimizing false positive flag rates
- Make accurate final decisions when fraud analysts are unable to determine merchant/user liability
- Perform identity verification (“ID&V”) of customers as required
- Manage fraud rules library and performing ongoing optimization
- Actively report fraud-related metrics to external stakeholders and management

**You are**:

- **Experienced fraud and customer service enthusiast **- you have racked up at least 3-5 years of experience in a either a fraud-centric contact centre environment, and/or have worked closely with customer service in fraud, risk or compliance departments. Prior experience setting-up customer support systems (ie. Zendesk) would be a plus.
- **Analytical & detail-oriented thinker **- you possess excellent problem-solving skills with demonstrated experience in solving complex fraud escalations with analytical thinking. You have the natural tendency to always focus on details and hate to miss out on specifics. Expertise in MS Excel and Google Sheets would be a plus.
- **Natural communicator **- you possess a good command of English with strong interpersonal, communication and problem-solving skills. Chinese or other language proficiency are preferred.
- **Highly driven go-getter **- you are eager to achieve more and do not stop in front of new challenges in a high growth startup environment. You are not afraid of getting hands on to support the team in achieving the goals in a high-pressure environment.
- **Fearless self-starter **- you are not afraid to suggest and implement new initiatives to tackle complex business issues, as long as the rationale are logical and sound. You do not mind getting your hands dirty in order to get things done in tight timeline.
- **Travel enthusiast **- you are a passionate traveler and understand the psychology of traveler, in particular when it comes overseas spending behavior and its associated risks.

**What can you expect from us?**
- A free hand to innovate and continuously develop new processes
- Be part of the growth team of the Singapore business
- Access to deep bench of technical and business experts to work together
- Multi-cultural co-working space environment in CBD area
- Working with an entrepreneurial team of people in Singapore, Hong Kong, and Thailand