Pre-issuance checks for payment business portfolios (Cards and merchant acquiring)
Pre-issuance checks for STP & Digital Logins for both Payment Business & Retail Assets.
Analysis on the portfolio for proactive fraud identification.
Service delivery of customer complaints related to payments business
Escalation management/Internal ombudsman process for the line of products managed.
Merchant Service delivery and fraud management.
Review of cases received from front end channels from the investigation perspective.
Maintain optimum referrals for investigation to ensure quality closure.
Regular updates to seniors and source of referral on investigation progress
2. Principle Accountabilities.
EXPECTED END RESULTS MAJOR ACTIVITIES
Prevention of potential frauds - Portfolio
Management Reviewing the portfolio and referral of cases which warrants for investigation for early detection of frauds.
Early mortality cases
RTO potential frauds o Cases referred by collections
Cross CPV checks
Account Takeover
Suspected Setup companies
Decline monitoring - ME
Volume upsurge monitoring \xe2\x80\x93 ME
Compliance monitoring (QMAP, GMAP etc.,)
Working capital
Pre-Issuance Controls
Developing score models and monitoring the performance closely.
Managing Hunter submissions, Rule analysis, and Monitoring performance.
Tracking investigations for logical closure and necessary feed back into systems.
Ensure review and approval of cases staged for Ecommerce enrolments.
Website verifications conducted to ensure fulfilment of the mandatory framework prior to on boarding.
STP Monitoring Digital cards & loans batch monitoring
Interaction with stakeholders to have end to end investigation & avert exposure
PA/PQ Savings
Tracking & publishing of reports / newsletters / MIS
Service Delivery 100% referral of eligible cases for investigation.
Act as one point contact with all customer touch points and regional investigation team.
Early detection and resolution of customer fraud disputes.
Customer compensation and appropriate communication.
Tracking and reporting through MIS.
Quality & Root Cause Analysis
Root cause analysis on the fraud disputes and plan of reduction of disputes.
Delay in investigations to be highlighted for optimization of the TAT.
Nil error in posting financial entries or reversals.
Adequacy on quality of closures in CRM to be maintained @ 100%
Audit and Compliance
Ensure proper review mechanism in place on all processes to prevent any miss outs.
Ensure processes scoped in ISO are handled with adequacy.
Maintain necessary controls specified as per SOX and other internal audits.
Maintain necessary support documents for the above.
BRAM monitoring.
Scheme compliance thresholds monitoring.
Complaint Management
Reviewing the referrals from the below avenues and ensure logical closure from RIC perspective
Principal Nodal Office
MD Senior Management
Banking Ombudsman
Social Media Regulator Law Enforcement / Government
Ensure that all customer complaints are resolved appropriately within the agreed TAT.
Internal Ombudsman Referral Process
In line with RBI requirement on \xe2\x80\x98Limiting customer liability\xe2\x80\x99 the denial stance with IO concurrence process has to be referred.
Retrieval of logs / Footage on Day 0/1 depends on case severity and reports availability without any miss outs.
Ensuring adherence to the TAT agreed (90% of case closures in 7 days and 100% in 8 days).
Maintain optimum levels on investigation referrals concluded in liability to Panel and IO.
Reduction of false positives from channels / Region.
Should keep seniors posted on the complaints basis the severity of the case immediately.
Immediate response to queries raised by Panel/IO with development.
Merchant Service Delivery & Fraud
Monitoring
Review of transaction pattern and highlight to regional team for necessary investigations.
Fraud actioning of the merchant basis the devised thresholds.
Merchant co-ordination on fraudulent cases and necessary controls.
Co-ordination with other units / support functions for necessary system maintenances.
Tracking and reporting through MIS.
To maintain the FTS at the agreed ratios by way of effective monitoring controls
To periodically review the processes and have adequate internal controls on the critical processes at the monitoring end.
Merchant threshold monitoring in terms of floor/card level limits to ensure nil business losses owing to mismatch in profiling at the same time ensuring no frauds are perpetrated by collusive merchants.
Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
Customers/Merchants
QIG/Escalation complaints channel (ECC)
Branch Banking Team
Operations (DBO/DBQ) Regional Investigations Team
Products & Policy Team
Audit & Legal Team
Compliance Team
BSG Team
BTG Team
BIU
External : Franchisee, Merchants, Aggregators, Vendors, Law enforcement authorities, empanelled lawyers carrying out services for the payment business (SMS, courier etc)
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