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Job Description
- Monitor transactional-based card spends on a 24x7 basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
- Monitor transactional-based card/merchant spends on daily basis as per company procedures, agreed service standards and in accordance with agreed controls and procedures.
- Notify the client bank of suspicious transactions activities on their card/merchant accounts and take necessary actions as per company procedures in accordance with agreed controls and TAT’s.
- Contact cardholders and merchants on suspicious activities on their card/merchant 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.
- 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 reported on time to guarantee the rapid fix.
- Ensure that the fraud card reports (documents) for all cases are properly produced and documented for future record.
- Initiate outbound fraud alert notification through email to the internal team, Banks, Merchants, business.
- Respond to all inquiries (Banks, Merchants, and internal team) professionally via email/Jira.
- Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
- Follow the rules and procedure / process as per the SLA for Third Party client and Merchants and maintain SLA.
- 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.
- Fill in the productivity sheet in daily basis.
- Ensure that the schemes related fraud alerts are timely actioned and reported to the concerned client bank.
- Respond to card verification queries received from acquirer banks in order to confirm transactions performed by cardholders.
- Deliver all the required support /task assigned on ADHOC requirement from the management. Provide the reporting that is required and case closure within the agreed time. This is in line with the unit goal to form a successful backup program with multi skills players.
Job Requirements
- Inbound experience and/or experience with Credit Card Fraud, Online wire fraud and Deposit fraud.
- Excellent spoken and written French language skills and English language skills.
- Banking product knowledge, service standards, productivity and job analysis method.
- Experience with handling business customers.
- Knowledge of banking operations.
- 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
- Expert in MS Office skills; MS Access, Power Point, Word and Advanced Excel
- Excellent written and oral communication skills
- Ability to work in a fast paced call center environment meeting production goals.
- Schedule 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.
