Carousell is one of the world’s largest and fastest growing mobile classifieds marketplace. Our mission is to inspire every person in the world to start selling and buying to make more possible for one another. We are currently in 6 markets, Singapore, Hong Kong, Philippines, Malaysia, Taiwan and Indonesia.
The Market Escalation and Trust Senior Associate plays a vital role in the organization. He/She is responsible for co-developing and implementing strategies to prevent and mitigate fraud in all Carousell Markets and will serve as in-market point of contact for the country they are situated in. In addition, the MX Content Senior Associate will report to the T&S Associate Manager and will work together with the MX team, primarily with the Core T&S team.
Day-to-day responsibilities
- 30% of the week: Stay up to date with local regulations and applying it to Carousell based on the country of origin, updating our policy and processes based on escalations
- 60% of the week: Research fraud trends, issue (tech/non-tech) trends and to share findings with operations/tech to reduce incidents of fraud
- 10% of the week: team meetings, preparing for the meetings (share issue/fraud trends)
Responsibilities include:
- Be an expert on Carousell’s policies, community guidelines and listing rules
- Minimize and prevent potential loses in relation to our In-App payment feature and all other types of Fraud.
- Perform root cause analysis for identified issues impacting (but not limited to) Operations, Users, System efficiencies.
- Identify type of fraud, trends and create rules that support Fraud Prevention and Mitigation.
- Initiate and drive projects (with Internal and External teams) to improve Departmental and Team metrics.
- Create timely reports and provide data analysis and trends.
- Be an escalated point of contact to investigate and resolve technical issues, disputes, fraud, marketplace quality and abuse cases
- Own and have knowledge of all user-facing Carousell matters related to the local market, so as to be the point of contact among teammates and local authorities where needed
- Represent Carousell to attend workshops initiated by the local regulatory bodies, operationalise insights and ensuring compliance with local laws and regulations
- Handle chargeback disputes, using knowledge in credit card policies, creating dispute documentation, and reaching out to both the bank and the merchant/buyer
- Identify opportunities in existing Policies & Procedures and Workflows, and implement solution (in all governing workflows of Marketplace Quality and Trust & Safety). Create new workflows as deemed necessary.
- Work directly with the Operations and Shared Services team to support agents(Tier 2 to Tier 5) in delivering quality and efficient service to our users .
- To assist with chinese translation needs e.g FAQs for Help Centre, ticket templates
- Be able to perform service recovery
- Respond to trust-related escalation from different channels in the organization (Eg. Slack).
