Job Description
Job Description
Operational Excellence 30%) Reviewing and monitoring the additional Fraud Detection Process Review.
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
Required
Skills Sets Required Good organizational skills
Effective communication is required
Must have 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 +
Relevant Experience in a field NA
