[LI] Risk Recovery

About DANA

DANA is a leading Indonesian digital wallet platform committed to making every transaction simple, secure, and accessible. As a homegrown fintech company, we serve millions across Indonesia with cashless solutions—from payments and transfers to investments. We aim to build a trusted and inclusive financial ecosystem, driven by innovation, collaboration, and continuous learning. Join us and be part of Indonesia’s digital transformation journey!

What You Will Do: 

• Conduct assessments into reported frauds by customers including analysing transaction data, reviewing documentation, and drafting of documents related to asset tracing & recovery.
• Process incoming customer recovery requests and decide whether customer is eligible or not for consequent recovery attempts.
• Convey eligibility decision to customer.
• Collaborate with internal stakeholders, such as Customer Funds and Customer Service teams, to manage and coordinate customer asset tracing & recovery efforts.
• Collaborate and communicate with external stakeholders, such as OJK’s IASC Task Force and partner merchant for asset tracing & recovery purposes.
• Compile assessment findings into comprehensive reports for review by senior management and relevant stakeholders.
• Maintain accurate documentation and records related to customer recovery, ensuring compliance with internal policies and regulatory requirements.
• Maintain dispute/chargeback process of all incoming cases to Risk Recovery Team.
• Stay updated on industry trends, emerging threats, and best practices in fraud and customer handlings.
• Contribute to risk assessments and gap analysis to identify opportunities for strengthening customer protection measures.

What You Will Need:

• Bachelor’s degree in business administration, finance, or related field.
• Minimum of 1-year experience in Key Account Management, Partner Relations, Fraud Recovery, with proven ability to manage multiple stakeholders.
• Strong negotiation, communication, and stakeholder engagement skills to coordinate effectively with internal and external parties.
• Analytical mindset with a deep sense of customer empathy and user experience, ensuring customer-centric recovery decisions.
• Ability to balance business priorities with regulatory compliance and customer protection objectives.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint).
• Proficiency in data querying (SQL).
• Eagerness to learn and contribute to the organization's objectives.