Payment and Fraud Analyst

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Dior Full time

Job Title: Payment and Fraud Analyst

Job Summary:

We are seeking a highly skilled Payment and Fraud Analyst to join our Client Services Center team in Hong Kong. The successful candidate will be responsible for optimizing performance in the full Payment and Fraud value chain for the APAC market, supporting overall market growth and user experience.

Key Responsibilities:

  • Lead fraud operations strategic planning, monitoring, and execution to maximize acceptance rate, minimize fraud/chargebacks, and explore sales opportunities.
  • Review and evaluate irregular or suspicious transactions, taking appropriate steps to reduce operational risk and prevent loss.
  • Assess and maintain fraud analysis models to improve efficiency and effectiveness of company control systems.
  • Manage local providers in charge of payment processing, chargebacks, and fraud management in collaboration with the central payment & fraud team.
  • Oversee ongoing risk or fraud-related activities and provide updates to relevant business and payment stakeholders.
  • Explore sales opportunities through payment processes and workflows.
  • Identify weaknesses in the current control process and recommend enhancements to mitigate fraud risk while balancing client experience and operational impacts.
  • Maintain strong partnerships with Finance, Client Services Center, and E-commerce to ensure seamless omni-channel approach and execution.
  • Analyze trends in key performance indicators, explain variances, and recommend remedial actions to central and local business teams.
  • Assist with the implementation of new processes and software solutions related to payment fraud prevention/detection and payments.
  • Support the Client Services Center Manager in developing, implementing, and reviewing compliance programs and policies.
  • Resolve escalated complaints and sensitive cases, turning them into positive outcomes in line with brand standards and local regulations.

Requirements:

  • University degree in Accountancy, Finance, Risk Management, or a business-related discipline.
  • Over 7 years' relevant experience, preferably in retail or customer services sectors.
  • Exposure and knowledge of relevant aspects in different regions, especially in APAC.
  • Knowledge and experience in using E-commerce platforms and payment management platforms like Cybersource/Riskfield.
  • Solid experience in contact center/call center environments, with knowledge of data privacy and contact center controls.
  • Proficient in Excel and able to work in a time-sensitive environment.
  • Ability to prioritize and multi-task in a highly complex work environment.
  • Good data analytical, interpersonal, and communication skills.
  • Self-motivated and able to work under pressure.
  • Ability to maintain confidentiality and exercise discretion and professionalism with sensitive information.
  • Strong relationship/partnership skills.

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