Fraud & Loss Ops Investigation Specialist

4 weeks ago

Ho Chi Minh City, Vietnam TikTok Full time

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Description
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.

As a Fraud & Loss Ops Investigation Specialist, you will be responsible for monitoring anomalies, and responding to escalations and appeals. You will also perform root cause analysis to determine gaps in product and processes. Subsequently, to also collaborate on workflow optimization to resolve pain points.

**Responsibilities**:

- Conduct ongoing fraud alert reviews to identify fraudulent e-commerce transactions using our internal platforms/systems for our consumer and business segments globally.
- Investigate and provide review decisions for fraudulent transactions and abusive conduct in a timely manner to protect the integrity of the platform
- Respond to requests from internal employees, and collate necessary information for their enquiries.
- Proactively identify new fraud patterns, fraudulent users on our platform and points of compromise for reporting to the Team Lead for remediation measures.
- Providing investigation insights to customer facing teams, and support de-escalation of customer feedback
- Manage seller/creator enquiries escalated by account managers/tier 2 team.
- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to conduct investigation, follow-up and make sure close-loop to all escalations.
- Respond to internal and external customer escalations in a timely manner, proficiently and professionally while meeting specific quality expectations.
- Perform other ad-hoc tasks related to fraud operations.

**Qualifications**:

- Requires a minimum of 2 years' experience in a e-commerce fraud environment.

OR Minimum of 2 years customer service experience. Experience in investigation related to fraud, abuse, or cybercrime is a plus.
- Support business in shifts by following the local labor laws.
- Detail-oriented and analytical, with an ability to provide documentation based on given guidelines and templates.
- Strong ability to gather information from various sources to substantiate investigation hypotheses.
- Work well under pressure, able to de-escalate issues and can handle escalations/enquiries based on established priority level.
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- High problem solving and priority skills.
- Meticulous and organized.
- Good temper to handle disputes and emergencies.
- Must be a result-oriented person.
- Works comfortably with Microsoft Word and Excel.
- Good written and verbal communication skills in English and Vietnamese to facilitate cross-border collaboration with internal stakeholders and operational support to local Vietnamese customers, sellers and creators on TikTok Shop.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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