Card Authorisation & Fraud Detection Analyst

Responsibilities :

Authoriser - Card Authorisation

• Process and authorize credit & debit card transactions in a timely and accurate manner. 
• Perform voice-authorisation and give assistance to merchants and customers at POS transactions. 
• Meeting Service Level Agreements (SLA) standards on pick-up call (for merchants and customers). 
• Manage email duties, assisting Call Centre & RMs on block/unblock cards, temporary increase limit adjustment, and bypass security check for customers. 
• Support Cards & Payments (CPP) Cards Operations to process Authorisation code for unsecured products. 

Authoriser – Merchant and Customer Support

• Establish and maintain relationships with merchants, providing support and guidance on credit & debit card transaction processes. 
• Assist merchants with inquiries and resolve any issues related to card authorizations. 
• Assist in transaction code cancellation request receive from merchants, customers and Contact Centre. 
• Respond to customer inquiries regarding credit & debit card transactions and account statuses. 
• Educate customers on card usage, security, and fraud prevention. 
• Assist customer to adjust Temp Increase Limit. 
• 24/7 emergency card replacement support.  
• Act as point-of-contact with Card Scheme  

Authoriser – Card Surveillance Support (transaction monitoring) 

• Monitor and review card transactions for potential fraud and irregularities. 
• Monitor cards transaction in real time alerts queue and identify high risk transactions.  
• Monitor and analyze transactions to detect fraudulent activities using Visa/Mastercard fraud detection tools. 
• Observe customer transactions and identify suspicious and fraudulent activities such as account take over (scam fraud), friendly fraud, lost & stolen card, and Credit Master attacks. Block/unblock cards, and attempt transaction cancellation when necessary.  
• Contact customer or manually trigger SMS notification to alert customer of suspicious transaction and perform verification with customer. 
• Follow-up on uncontactable customer by calling or sending SMS to notify to mitigate losses. 
• Manage customer's expectation and explain to customer on fraudulent transactions and scam activities. 
• Support Fraud Investigation Team and Fraud Issuing team when required on fraud matters. 
• Perform merchant ID blocking to prevent Bin attack fraud and support CPP on parameter maintenance for 3DS system. 

Requirements:

• Diploma or equivalent qualification preferred. 
• Proficient in English. Ability to converse in in Mandarin (and dialects), Bahasa Malay, Tamil will be a plus.  
• Able to use MS Office and possess good written and communication skills. 
• Pleasant disposition with good interpersonal skills. 
• Possess strong analytical skills. 
• Possess high standard of customer service. 
• Manage task and responsibilities with minimal supervision. Take initiative and be proactive in solving problems. 
• Be a Team player, collaborate effectively with colleagues, and assist team members when needed, fostering a positive team.  
• Ability to work both independently and collaboratively in a fast-paced environment. 
• Able to perform 24 hours rotating shift including weekend & public holiday and to be on standby for recall when called upon.  
• Ability to work in a fast-paced environment with ability to take pressure and meet the demands of the job. 
• Previous experience on fraud surveillance in banking sector or law enforcement agencies will highly be considered. 
• Keen interest in scam prevention