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
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.
