Risk Operations AI Specialist

📋 Description

• Assess cases that have been escalated by ROCA when the confidence score is below the auto-decision threshold, utilizing AI-assisted signals within the unified case review interface (eliminating the need for multi-system switching).

• Make precise decisions to pass, block, or escalate on a daily queue that includes various case types such as KYC Audit, ATO investigation, Reset 2FA, POA Review, and Withdrawal anomaly cases.

• Escalate Key User cases (with Priority ≥ 75) and significant risk patterns to the Senior Agent or Team Lead, ensuring clear rationale documentation is provided.

• Achieve SLA compliance (95%) and Recall targets (>99%) by identifying systematic signal failures and communicating them to the Data and Model teams.

• Engage in regular AI model calibration sessions: review batches of misclassifications, validate the ground truth, and challenge decision thresholds using data.

• Maintain and update Confluence SOP pages for assigned case types, aiming for an SOP coverage rate of ≥ 80%, which directly influences ROCA first-pass accuracy.

• Identify SOP coverage gaps when ROCA's reasoning chain indicates unhandled scenarios; create draft SOP additions for Team Lead evaluation.

• Onboard and calibrate BPO agents on AI-assisted review workflows and monitor BPO quality against automated QA standards.

⛳️ Requirements

• A minimum of 2 years experience in fraud review, risk operations, or KYC/KYB case management.

• Practical experience with ATO (Account Takeover) detection and investigation.

• Comfort in working within AI-enhanced workflows: you can analyze model outputs, interpret confidence scores, and make decisions based on AI-generated signals instead of raw data alone.

• Ability to communicate in a structured and precise manner: you can document a root-cause annotation in under three sentences that an ML engineer can act upon.

• Bilingual proficiency in English and Mandarin is required for effective coordination with overseas partners and stakeholders.

• An operator's mindset towards AI tools: you utilize AI signals to make quicker, more informed decisions, mastering the tool rather than competing with it.

🏝️ Benefits

• Competitive salary and comprehensive company benefits.

• Work-from-home arrangement (subject to variation based on the nature of the business team's work).