Job Description
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 calls after cordial and proper Welcome Script provided by the bank to banks customer.
Identify fraudulent transactions and cancel them from further processing.
Resolve queued transactions within the service level agreements to reduce potential revenue losses. Resolve customer issues within the scope of existing service level agreements. 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.
Generate suspicious activity reports and risk management reports for Managers. Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks.
Determine existing fraud trends by analyzing accounts and transaction patterns.
Essential Responsibilities
- Call to customer on falcon generated alerts to verify transactions attempted on card.
- Meeting daily and monthly productivity and quality targets.
Qualifications/Requirements
- Graduate with 24x7 flexibility. Good communication as well as analytical skills.
- Effective communication is required Conversational in English and Hindi
- Spontaneity and customer centric approach
- Analytical skills and basic knowledge of MS Word and MS Excel.
- Quick learner of new systems / technology.
Desired Characteristics
- Good Communication skills
- Go getter, self-driven and independently working without supervision.
Qualification: Good organizational skills Effective communication is required Conversational in English and Hindi Quick learner of new systems / technology.
Candidate should be able to confidently interact with Customers.
Should be 24x7 flexible to work in rotational shifts (including Night) as per business requirement.
Experience for Relevant Field 2 years +
