DUTY & RESPONSIBILITY
- Provide and reply the good solution to all customers' request or inquiry with the high profession 24h/7 services.
- Monitor and analyze On-Us Credit & Debit Card transactions on card management system to detect fraud by calling to cardholders for verification.
- Monitor and analyze Off-Us transactions on card management system to detect fraud by calling to merchants for verification such as Bank name, Country of issuing bank and check clarify its information through VOL & MasterCard Connect.
- Monitor the Fraud Monitoring System such as VRM, FRM and take action immediately while the transaction is hit by the rules set up then analyst and contact to cardholder verify whether the transaction is genuine or fraudulent use.
- Monitoring offsite ATMs from non-working hour and take action/report to respective relevant team while suspect ATM case occurring.
- Perform Block suspicious transactions on time, then call to verify and properly note into log book and proper send information to Dispute and Resolution team for further investigation in case cardholder denied/fraudulent used transaction.
- Manual Card maintenance request while receive request from Cardholder/Branch/Management such as Card Activation, Block & Unblock, PIN reset, OTP code maintenance etc.
- Prepare and filing Increase, Decrease Credit Limit Adjustment and Put & Release V code once receive request from Cardholder/Branch/Management and propose to Management to get approval.
- Maintain and monitoring WIP/VIP customer transaction performance and report to respective management either suspect.
- Perform Daily import new debit and credit card issued into VCAS portal.
- Perform manual voice-authorization while receive the request from Merchant service.
- Perform release Pre-authorization while receive the request from Merchant service.
- Prepare the abovementioned tasks in daily report submit to Management such as Card Activation List, Block & Unblock Card, Mobile Banking User Register Approval, Temporary Credit Limit Adjustment, VCode Setting, VRM Account Maintenance.
- Review authorization transaction report to analyze if its suspicious transaction by checking with authorizer team's activity; or call to verify; or escalate to related section for further action.
- Check Risk Management Reports from 1 to 7 to call to all cardholders for verification.
- Repeated Authorization Report
- Multiple Locations Authorization Report
- High Frequency Authorization Report
- Authorization Report by Location and/or MCC
- High Single Transaction Limit Authorization Report
- Invalid CVC/CVV Authorization Report
- Non 3DS Merchant
- Produce monthly transaction of report for action.
- Perform test transaction while the host connection unstable and immediate report to IT team for solve the problem on time.
QUALIFICATION
- One years experienced in related field (Customer Service, Card Center).
- Bachelor degree in related.
- English and Chinese language
- Skill (Word, Excel, Power point).
- Knowledge of Card Payment Services.
