Fraud Analyst - Voice Email Chat Process

Duties and Responsibilities

Risk Investigator Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions.

• Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance.
• Review transactions and all available information to understand our customers while respecting all identities.
• Make customer-centric decisions and take the path of least resistance to protect our customers.
• Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
• Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
• Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
• Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
• Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
• Properly document all interactions and findings using the organizations tools and platforms.
• Be data-driven when presenting feedback and recommendations.
• Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
• Serve as backup support for the Customer Service team when needed.
• Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
• Provide critical support as needed to handle escalations and process Risk Reviews.
• Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
• Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.
• Experience, Education, Age

At least 1 year of BPO or call center experience in risk and fraud management, preferably within financial accounts or industries such as insurance, travel, telecommunications, logistics, procurement, e-commerce, and retail.

Experience should involve roles focused on fraud prevention and tasks such as payment processing, managing debit and credit card transactions, handling reimbursements, and resolving disputes.

• Process improvement and documentation experience is a plus.
• Six Sigma Certification: Yellow Belt is a plus.
• College Graduate or completed 3 year Bachelors College Degree.
• A Bachelors Degree in Management, Finance, Business or related fields is an advantage.
• Candidates must be of legal working age.

Salary

Gross CTC : 37500/- 450000/-

Net Salary : 35250/-

If Transport Opted : 35250 - 2000 = 33250/-

Self Transport 35250 + 2500 37750/-

Monthly Performance Incentive : 3800/- (Based on performance)

Thrive On Premium : 3000 (After completion of first 1 YEAR)

CALL FOR MORE DETAILS

9226639337 | 9049078453

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