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.
Education:
• A University Graduate, English Section.
Required Experience:
• Inbound call center experience and/or experience with Credit Card Fraud and fraud investigation.
• 0+ years of experience in relevant field
• 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:
•Education:
• A University Graduate, English Section.
Required Experience:
• Inbound call center experience and/or experience with Credit Card Fraud and fraud investigation.
• 0+ years of experience in relevant field
• 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 (listening, Speaking, Reading & Writing), or equivalent to Upper Intermediate level.
• Very Good Command of French Language (listening, Speaking, Reading & Writing), or equivalent to Upper Intermediate level.
