Job Details
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Job Description
- Monitor card based transactional on a 24x7 shift 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/prevention 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.
- Initiate outbound fraud alert notification through email to the internal team, Banks, Merchants, business.
- Clear and investigate all queued alerts 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 on time to guarantee the rapid fix.
- Ensure that fraud track records (documents) for all cases are properly produced and documented for history keeping.
- Proper update and tracking of the cardholders travel plan provided by the issuing banks.
- Respond to all inquiries (Banks, internal team, etc.) on timely manners and professionally.
- Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
Job Requirements
Education:
- A University Graduate, English Section.
Required Experience:
- Inbound call center experience and/or experience with Credit Card Fraud and fraud investigation.
- Banking product knowledge, service standards, productivity and job analysis method.
- 6 to 12 months Customer contact experience in a call center.
- Experience with handling business customers.
- Advance level/skills in handling Microsoft windows excel, word, power point, etc.
Language Skills:
- Very good command of English language (Speaking, Listening, Reading and Writing), or equivalent to Upper-Intermediate level.
- Excellent French Speaker.
