Fraud Investigation Supervisor
3 weeks ago
Department Operations- LevelExperienced (Individual Contributor)- LocationThailand - BangkokThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Conduct objective, fair, thorough, unbiased, and timely investigations into fraud cases
- Supervise agent case reviews, with emphasis on productivity, precision and speed
- Summarize weekly case review outcomes, with detail recommendation (if applicable) for day shifts to continue investigation
- Manage and prioritize a large and varied caseload effectively and efficiently to reduce net fraud with low false positives
- Investigate fraudulent activity, dig through data to identify behavioral patterns, calculate losses, and propose solutions to mitigate and prevent them.
- Work with internal stakeholders to evaluate the efficiency of existing tools, processes, and policies related to fraud management
- Control and organize the reports and dashboards to be reliable, scalable, and actionable for management
- Write documents and SOPs for training, updating, and centralizing the knowledge of fraud MOs
**Requirements**:
- Proven working experience in a related field.
- Strong interpersonal and communication skills, including the ability to interact with users (buyers and sellers), upper management, and law enforcement.
- High level of data literacy and strong analytical and investigative skills and critical thinking are required for this position.
- Strong English communication skills, both written and spoken, and the ability to communicate insights from data to business units.
- Ingenuity and persistence to obtain case information not readily available, with an eye for detail.
- Ability to work independently with minimum supervision.
- Good organizational skills needed to manage a high volume of assigned cases.
- Honest and ethical with high levels of integrity and confidentiality.
- Degree in a related field (e.g., insurance studies, criminal justice, risk management) or other relevant certification is preferred.
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