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ResponsibilitiesFocus on appeal cases received from business line; cases received from customers with proof documents will be sent through the CMS system to team analysts to decide if possible to release users from the blacklist.
Analysts will match all proof document details including card number, payment name, payment email, and so on.
Focus on completed transactions that are flagged with a high-risk flag; cases will be sent to analysts for post-manual review to evaluate potential fraud.
Case sources include model, blacklist backtrack, and so on.
According to different business lines, key elements may differ.
Analysts are required to understand the business model of every business line to make accurate risk evaluations.
Post-manual review focuses on user behavior analysis, not just single transactions.
Standard SOP will be provided with immediate action to share fraud trends instantly with the fraud strategy team.
User analysis steps, actions, and results will be included in the SOP.
The SOP will be constantly updated and amended to achieve high accuracy in case checks.
Pending review refers to transactions being held for a set period during the transaction time.
These transactions will be sent for manual pending review for analysts to evaluate the risk level before acceptance.
Focus on handling customer escalation cases, rejection reason checks, user analysis, and replying to users with standard replies.
According to SOP, follow the actions stated for relevant results including proactive whitelisting, user release, and document submission actions.
Strictly follow chargeback operation standard SOP and requirements to handle representment cases; candidates with chargeback handling experience are preferred.
Complete chargeback cases within SLA/pre-set time, ensuring all representment documents are gathered correctly and match the case with the chargeback reason.
Protect our ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions.
About TeleperformanceTeleperformance is a global digital business services company with more than 410,000 inspired and passionate people speaking more than 300 languages.
Our global scale and local presence allow us to support our communities, clients, and the environment.
We deliver advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.
What do we do?We provide a comprehensive, AI-powered service portfolio from front-office customer care to back-office functions, including Trust and Safety Services that help defend both online users and brand reputation.
We also offer specialized services such as Collections, Translation and Localization, Visa and Consular Services, and Recruitment Services.
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