Financial Risk Investigator

2 days ago

Mandaluyong City, National Capital Region, Philippines WHR Global Consulting Full time
About the Role:

Risk Investigators at WHR Global Consulting are dedicated professionals who embody a customer-centric approach, ensuring high-quality experiences through personalized service and timely resolution of customer transactions.

They possess exceptional decision-making skills, leveraging risk mitigation strategies to ensure compliance with regulations and policies while maintaining a focus on customer needs and satisfaction.

  • Customer-Centric Focus: Provide personalized experiences for each customer, demonstrating active listening skills, empathy, and authenticity in responses.
  • Decision Quality: Make informed, customer-centric decisions that balance risk mitigation with timely resolution, showcasing wisdom and confidence in decision-making.
  • Resolution Focus: Develop creative, objective solutions that adhere to company processes and regulatory requirements, meticulously documenting steps taken to resolve issues and sharing best practices.
  • Emotional Intelligence: Regulate emotions effectively to communicate efficiently, convey joy, and provide peace of mind to customers, acknowledging pain and demonstrating empathetic partnership.
  • Ethics & Values: Exhibit behaviors consistent with company cultural values and principles, identifying ethical dilemmas, and seeking guidance when necessary, upholding integrity in work and treating people with respect and fairness.

Responsibilities:

  • Review transactions and available information to understand customers' needs and preferences.
  • Make customer-centric decisions, prioritizing timely resolution and minimizing friction.
  • Identify and address fraudulent activities, such as account takeovers, friendly fraud, theft, and other related risks.
  • Prioritize action based on observed patterns and trends, providing timely and accurate resolutions.
  • Aim for continuous improvement in personal development and process enhancement.
  • Document all interactions and findings via organizational tools and platforms.
  • Present data-driven feedback and recommendations.
  • Support the Customer Service team as needed, handling escalated calls and processing Risk Reviews.
  • Collaborate with the Customer Success and Risk Operations Teams.
  • Contribute to continuous improvement projects aimed at enhancing operational processes.

Requirements:

  • High School Diploma or equivalent.
  • At least one year of experience in Risk Management or related fields, such as E-Commerce, Fraud Prevention, Quality Control, Retail, Tech Support, or BPO (preferably within Financial accounts).
  • Excellent written and verbal English communication skills.
  • Ability to multitask, perform duties with high accuracy, and work under minimal supervision.
  • Proven ability to work in fast-paced environments, making decisions without compromising customer experience or financial losses.
  • Amenability to work onsite and during unconventional hours (evenings, weekends, and holidays).
  • Demonstrated flexibility to work overtime based on business needs.
  • Typing proficiency of at least 30 words per minute.

Preferred Qualifications:

  • Process improvement and documentation experience.
  • Bachelor's Degree in Management, Finance, Business, or related field.
  • Six Sigma Certification: Yellow Belt.

Benefits:

  • Rice Allowance.
  • Transportation Allowance.
  • Paid Vacation.
  • Medical, Dental & Vision.
  • Accident and Life Insurance.
  • Employee Stock Purchase Plan (ESPP).
  • Mental Health & Family Forming Benefits.

About WHR Global Consulting:

We are an equal opportunity employer, committed to nondiscrimination across our global organization and in all business operations. Employment is determined based on personal capabilities and qualifications without discrimination on protected grounds.

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