Introduction
We are seeking a dedicated Agent Validation Officer to join our dynamic team in Yogyakarta. In this pivotal role, you will serve as the frontline defender against fraudulent activities, ensuring the integrity and security of our customers’ accounts. The ideal candidate is a proactive communicator with a keen eye for detail, ready to work in a fast‑paced, shift‑based environment.
Responsibilities
- Conduct outbound calls to verify personal data and assess transactions that appear to be initiated by non‑authorized users.
- Identify and flag suspicious activities, escalating complex fraud cases to Level 2 investigation teams for deeper analysis.
- Educate customers on best practices for account security, emphasizing the importance of not sharing OTPs, passwords, or clicking unknown links.
- Maintain accurate records of all interactions, ensuring compliance with internal policies and regulatory standards.
- Collaborate closely with Customer Service, Risk Management, and IT departments to continuously improve fraud detection workflows.
- Participate in regular shift rotations, including weekend and holiday coverage, to provide 24/7 protection for our user base.
- Provide feedback on emerging fraud trends, helping to shape training programs and preventive measures.
Requirements
- Minimum education: SMA/SMK or equivalent; D3/S1 degrees from any discipline are also welcomed.
- At least 1 year of experience in a validation, fraud prevention, or customer service role (candidates without prior experience may still be considered).
- Strong communication skills with the ability to convey security information clearly and empathetically.
- Demonstrated problem‑solving mindset and the ability to work under pressure while maintaining accuracy.
- Flexibility to work in a shift‑based schedule (08:00‑17:00) and be present on‑site at the office (WFO).
- Willingness to work on weekends and public holidays as part of the rotating shift roster.
- Gender: open to all candidates.
- Key soft skills: customer‑focused attitude, strong interpersonal abilities, and a proactive approach to learning.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and additional compensation for holiday work.
- Professional development opportunities, including fraud‑prevention certifications and internal training programs.
- Employee assistance program and mental‑wellness resources.
- Modern office facilities in Yogyakarta with a supportive team environment.
- Transportation allowance and meal vouchers for shift workers.
About Company
Our company is a leading fintech and digital services provider in Indonesia, dedicated to delivering secure, innovative solutions to millions of users nationwide. With a strong emphasis on customer trust and data protection, we continuously invest in cutting‑edge technology and talent to stay ahead of evolving cyber‑threats. Our culture promotes collaboration, continuous learning, and a commitment to excellence, making us an employer of choice for professionals passionate about safeguarding digital ecosystems.
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