Azira Herman

1) Transaction Monitoring & AML Compliance: Conduct real-time monitoring of day-to-day payment transactions to detect suspicious activities and potential Anti-Money Laundering (AML) violations across SEA and LATAM regions.

2) Early Fraud Intervention: Utilize the Ethoca platform to handle early fraud notifications, proactively preventing chargebacks before they occur.

3) Chargeback & Dispute Management: Manage Requests for Information (RFI), chargebacks, and Notifications of Fraud (NOF), ensuring timely resolution and minimizing financial losses.

4) Investigating Fraud Cases: Identify and analyze potential fraudulent activities within the company's operations or customer transactions.

5) User, Corporation & Driver Account Investigations: Conduct in-depth investigations on user, corporate, and driver accounts, including complex fraud cases such as Account Takeovers (ATO) and suspicious behaviors across platforms.

6) Appeals Handling: Review and assess fake order appeals, re-appeals, Driver-Refer-Driver (DRD) appeals, and offline appeals, ensuring fair evaluation and resolution in accordance with internal fraud prevention policies.

7) Data-Driven Fraud Detection: Use SQL data pulling to extract and analyze transactional data for fraud investigations and reporting.

8) Fraud Trend Reporting: Provide bi-weekly, monthly, and yearly reports on payment fraud trends across SEA and LATAM, highlighting key risks and recommending preventive measures.

9) Documentation and Reporting: Maintain detailed records of investigations, including evidence, findings, and actions taken. Provide regular reports to relevant stakeholders.

10) Collaboration with Teams: Coordinate with departments such as Customer Service, Finance, and Operations to gather information and insights related to fraud cases.

11) Stakeholder Communication: Engage with external parties, such as law enforcement or legal authorities, when necessary.

1) Handle customer requests which include pre and post reservation inquiries by phone, e-mail and chat.

2) Modify, change and/or cancel existing reservations.

3) Make outbound calls to hotels/guests to arrangement special requests.

4) Act as liaison between guest and hotel to resolve complaints.

5) Manage relationships with hotels by providing high levels of customer service and account

1) Responsible for evaluating online social media and advertising content in conjunction with policy.

2) Visually navigate and review images and text-based content through internally developed applications or client tools as appropriate.

3) Participate in meetings to discuss findings and ongoing recommendations.

4) Use internally developed applications to generate quality reports if required.

5) Maintain high quality deliverables in daily workflow.

1) Providing customer services for Cigna United Kingdom member's claims for the
reimbursement of the medical expenses.

2) Striving for first contact resolution, responding within give timelines on medical
enquiries in line with the member's benefits.

3) Ensure that all operating procedures and regulations are followed in line the policy
terms and conditions.

4) Providing quality advices and information to the member's and colleagues regarding their health benefits.

5) Carry out any ad-hoc tasks as required to meet the business meets.

1) Assisting both Host and Guest for Airbnb North America project.

2) Handling escalation. Specifically for review disputes.

3) Provide friendly and efficient service to the travel community of our client.

4) Be a first point of contact to handle and resolve customer complaints.

5) Respond professionally to inbound phone calls, including urgent situations.

6) Identify and escalate issues appropriately.

7) Arbitrate in situations between users.

1) Primarily assisting both Seller and Customer for Shopee Singapore via Live Chat, Email and Outbound Call.

2) To communicate effectively and accurately when communicating with the user.

3) Meet Key Performance Indicators (KPI) such as average handling time (AST), FCR rate,chat/email response rate, customer satisfaction score and etc.

4) Communicate effectively by providing accurate information to Shopee's users and external partner.

5) Take on ad-hoc project and assignments.

6) Arbitrate in situations between users.