Job Details
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Job Description
Key Responsibilities
- Monitor transactional-based card spends on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
- Contact cardholders on suspicious activities on their card accounts and take necessary actions as per company procedures in accordance with agreed controls and TAT’s.
- Conducting the review of all triggered alerts based on the pre-defined rules in the fraud detection tool.
- Identify fraudulent trends and execute the appropriate action as per the unit process.
- Initiate outbound calls to confirm transactions with cardholders and update system appropriately.
- The daily set target of alerts evaluation to be achieved per shift, and all queued alerts to be cleared maintaining no pending alerts by Shift and on timely manners.
- Follow the proper channel of escalation and ensure that all critical issues are timely reported to guarantee the rapid fix.
- Ensure the Fraudulent Case Reports is prepared and proper handover to the next shift communicating the new fraud trend experienced during the shifts.
- Proper update and tracking of the travel plan provided by the issuing banks.
- Initiate outbound fraud alert notification through email to the internal team, Banks, Merchants, business.
- Respond to all inquiries (Banks, and internal team) on timely manners and professionally.
- Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
- Coordinate with the issuing banks to confirm suspected transactions that are performed by our merchants and escalate with investigation team accordingly.
- Follow the rules and procedure / process as per the SLA with the issuing banks.
- Adhere to the internal and external Audit / Compliance requirements in the Unit/organization.
- Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.
- Deliver all the required support /task assigned on ADHOC requirement from the management. Provide the reporting that is required and case closure within the required time.
- This is in line with the unit goal to form a successful backup program with multi skills players.
Job Requirements
Experience / Skills Required:
Education:
- Educated to Degree level from a recognized university.
Experience:
- Inbound call center experience and/or experience with Card Fraud, Online wire fraud and fraud investigation.
- Banking product knowledge, service standards, productivity, and job analysis method.
- Very Good command of English Language (Listening, Speaking, Reading & Writing), or equivalent to Upper-Intermediate level
- 6 to 12 months Customer contact experience in a call center
- Experience with handling business customers.
Knowledge/Skills:
- Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently
- Ability to multi-task as business needs dictate with phone and typing required
- Excellent written and oral communication skills
- Ability to work in a fast paced call center environment meeting production goals.
- Working hours flexibility - must be available to work in rotating shifts as part of 24/7 fraud monitoring team.
- Proficient with computers
- Ability to de-escalate difficult client situations.
