- Monitor real time queues and identify high risk transactions within the business portfolio
- Build rapport with customer about Fraud and risk management team to benefit from fraud alerts
- Communicate with Customer about fraudulent activity over the phone after cordial and proper Welcome Script provided by the bank to banks customer
- Identify fraudulent transactions and cancel them from further processing
- SLA (30%) Resolve queued transactions within the service level agreements to reduce potential revenue losses
- Resolve customer issues within the scope of existing service level agreements
- Wing to wing closure process improvement (20%) Interact with banks and customers to validate information and to confirm or cancel authorizations
- End-To-End Closure of All Payment Related Queries Update alerts with its status and action till its closed with appropriate action status
- Identify system improvements to prevent fraudulent activities
- Recommend new software tools used for fraud detection, prevention and reporting activities
- External Focus (20%) Generate suspicious activity reports and risk management reports for Managers
- Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
- Determine existing fraud trends by analyzing accounts and transaction patterns
Measures of Success
- SLA Adherence Accuracy% Customer satisfaction score/VIC/Score card insights AFPR
Skills Sets Required
- Good organizational skills
- Effective communication is required
Educational Qualification
Graduate ( Any degree )
Qualification
- Conversational in English and Hindi Quick learner of new systems / technology
- Candidate should be able to confidently interact with Customers
- Should be flexible to work in any shifts (including Night) Total
- Experience 2 years +
