Risk Operations Analyst

About the Job

We are looking for a Risk Operations Analyst to perform various merchant risk management activities at Xendit, including investigation of merchant-related risk alerts, reviewing and deciding on merchant requests for activating features and channels, updating transaction privileges, responding to risk-related queries from merchants and internal and external stakeholders, and managing other operational matters such as chargeback responses.

The role requires a strong ability to independently assess the context of the situation and alerts and apply sound judgment to decide the right course of action. This person needs to be proactive and have the acumen to apply risk management principles in varied situations. An ability to follow the standard operating procedures, owning the tasks and cases end to end, and the drive to bring cases to conclusion will be important requirements for this role.

The role will involve communication with teams across Xendit and with external partners and merchants. There will also be multiple priorities to manage. Clear and precise communication skills will be required as well as the ability to independently craft recommendations to senior stakeholders using risk protocols and SOPs instead of seeking constant direction.

Minimum Qualifications

• 2+ years of experience in risk management, investigations, customer service, or back-office operations, preferably past experience on handling chargeback operations
• Understanding of risk concepts and experience with common risk metrics
• Ability to conduct basic fraud checks to mitigate risks of chargebacks
• Ability to conduct basic data analysis and structure the investigations in an organized way
• Demonstrated ability to own the tasks and drive to conclusion
• Excellent communication skills and good English language skills
• Ability to understand and follow the standard operating procedures and risk protocols

Preferred Qualifications

• Bachelor's degree
• Experience with risk operations and conducting fraud investigations and assessments
• Familiarity with Cards and QRIS Products and handling chargeback operations
• Strong desire to learn and agility to apply basic concepts to multiple situations

Responsibilities

• Follow the SOPs and manage daily chargeback operations including coordinating with multiple bank partners, internal stakeholders, and merchants
• Follow the SOPs and conduct investigations of various risk alerts and cases
• Manage weekly chargeback reporting
• Independently coordinate with multiple internal and external stakeholders to drive the investigations to conclusion
• Assess requests from merchants and internal stakeholders for enabling various channels and features
• Receive and respond to queries and ad-hoc requests from various internal partners
• Conduct operational activities such as chargeback responses, onboarding due diligence, etc. as needed
• Be a team player and take on multiple roles as required to benefit the business
• Do whatever it takes to make Xendit successful