Contract Fraud Analyst Jobs, Salary up to MYR 3,800 in Agensi Pekerjaan Inter Island WP Kuala Lumpur - Maukerja

REQUIREMENTS

• Minimum Diploma, Advanced Diploma, or Bachelor's Degree in any field or equivalent

• Minimum 1 year of experience in a customer service or customer experience environment; fresh graduates are encouraged to apply

• Ability to work under a 24/7 Fraud Careline operation environment, including shifts, weekends, and public holidays

• Strong investigative ability with a risk-based approach and mindset in handling and resolving fraud incidents

• Exceptional critical thinking and problem-solving skills to manage complex customer enquiries with professionalism

• Customer-centric mindset with a strong commitment to delivering an outstanding customer experience

• Possess basic data analysis, data verification, and reporting skills

• Skilled at multitasking with the ability to prioritise key deliverables in a fast-paced environment

• Self-motivated, positive, and able to work well under pressure

• Prior experience with Zendesk or any Customer Service Management (CSM) system is an advantage

• Receptive to constructive feedback and able to adapt accordingly

• Exceptional candidates who do not fully meet the above criteria may still be considered based on relevant skills and experience

WHAT YOU'LL DO

• Respond to customer enquiries via calls, emails, and chats relating to fraud and customer care

• Support fraud incident escalation from the National Scam Response Centre (NSRC)

• Evaluate fraud incidents and complaints from various parties, and provide detailed findings and full chronology of case outcomes

• Demonstrate expertise in fraud detection and prevention by analysing suspicious transactions and guiding customers on how to protect themselves

• Document comprehensive investigation outcomes to maintain high levels of customer satisfaction

• Actively contribute to improving CSAT scores by understanding customer needs and proactively addressing issues

• Work closely with process improvement and quality assurance teams to provide recommendations based on Voice of Customer (VoC) insights

• Comply with standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery

• Collaborate with the team manager to identify process inefficiencies and propose enhancements to streamline fraud operations

• Maintain a polite, helpful, and professional manner at all times

• Perform any other ad hoc tasks as assigned by the supervisor or team leader

• Annual Leave
• Training Provided
• Performance Bonus
• EPF
• SOCSO
• 5 Working Days
• Allowance Provided