Senior ExecutiveEXL/SE/711344

• Banking & Financial ServicesGurgaon

• 
  
  
  Required Experience
  2 - 4 Years
  
  
  Posted On
  11 May 2023

Basic Section


Number Of Positions
4

Band
A2

Band Name
Senior Executive

Cost Code
D009320

Campus/Non Campus
NON CAMPUS

Employment Type
-

Requisition Type
New

Complexity Level
Voice CEF B1 Complexity Level 2)

TAT
56

Created By
Aashim Jain


Organisational


Group
Operations Management

Sub Group
Emerging Business Unit

Organization
Banking & Financial Services

LOB
Voice

SBU
Operations

Country
India

City
Gurgaon

Center
Exl Gurgaon C-61



Skills

Skill
CUSTOMER SERVICE AND BANKING OPERATIONS VOICE FRAUD INVESTIGATIONS CEF
Minimum Qualification
GRADUATE
Certification No data available




JOB DESCRIPTION


Position Title, Responsibility Level: Senior Executive
Function: Operations

Reports to - Manager/ Sr. Manager ? Operations

Permanent/ Temporary: Permanent
Span of Control ? Nil
Location: Gurgaon- C-61


Fraud Investigation Specialist
We are seeking a talented and self-motivated Fraud Investigator to join our Fraud Operations team. Candidate will be responsible for all aspects of Fraud investigations as it relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts); advising and assisting Management in making and implementing strategic decisions and objectives; and driving business objectives. Investigator is also responsible for determining if a Suspicious Activity Report is required, and if it's felt that one is required the ability to draft the filing narrative and submit for secondary review within pre-defined timeframes.
Role

• Should have 2+ years? experience in a fraud and risk related role which includes end to end Fraud investigation on bank accounts, transactions, check deposits and cards fraud.
• Should have 2+ years? experience of customer service for fraud and risk related Inbound/outbound calls.
• Reviewing and verifying fraud related requests.
• Investigate request received for confirmed fraud or suspicious activity by reviewing end to end customer accounts and requesting or inquiring for additional information as necessary through outbound calls.
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company/client policies and guidelines.
• Documenting and effectively communicating reasons for the approval/rejection of transactions.

Responsibilities

• Conducts thorough investigations on identified and suspicious accounts within the specified systems. Ability to create a case file with documentation to support the final decision.
• Monitoring of fraud claims to ensure validity of claim, which may include contacting merchants, financial institutions and/or clarifying customer statements as necessary.
• Gathering appropriate documentation to support final decision.
• Identify fraud trends, make recommendations for new strategies to prevent additional losses, and assume responsibility for special projects as assigned by Management
• Reviews alerts/reports to detect Suspicious Activity, fully understand criteria when a Suspicious Activity Report (SAR) is required along with completing BSA form, writing narrative and gathering supporting documentation
• Conduct periodic internal account/customer reviews to identify potentially fraudulent activity
• Reviews disputed transactions to investigate fraud claims, identify charge-back opportunities and ensure compliance with Regulations in respect to the timeframes that govern disputed transactions

Performance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Process Improvement initiatives
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

Organizational Relationships Reports To: Manager / Sr. Manager

Skills

Desirable Skills

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shift-work, including weekends, non-business hours and holidays
• Business Etiquette

Technical Skills

• Basic strong internet research, Google Docs, and overall PC skills
• Typing speed of 30 words with high accuracy

Soft skills

• 
  Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

Education Requirements and Work Experience:

• Bachelor's degree required.
• Exceptional English Comprehension Skills
• Should have 2+ years? experience in a fraud and risk related role which includes end to end Fraud investigation on bank accounts, transactions, check deposits and cards fraud.
• Should have 2+ years? experience of customer service for fraud and risk related Inbound/outbound calls.

Workflow

Workflow Type
Voice