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.
Top Skills
What We Do
BukanDompetBiasa
DANA is a TechFin company that aims to bring in inclusive financial services to empower people for a better living. We aim to be one of the Pillar of Digital Economy in Indonesia by enabling the society to transact seamlessly. As a highly secured and scalable payment service platform to connect everyone based on world class technology, our goal is to provide Indonesia with a trustworthy and convenient mobile payment system to cater the needs of our customers, and sustainable profitable business for our stakeholders.
Join us and together we build Indonesia cashless society
