Should have 1.5+ years\xe2\x80\x99 experience in a fraud , dispute and risk related role which includes direct customer support
Reviewing and verifying real time transactions and supporting documentation if required.
Analyzing transaction risk and requesting additional information as necessary.
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
Monitors numerous real-time queues and reviews high-risk transactions from specified points-of-sale requiring demonstrated decision making and critical thinking skills
Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
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: Assistant Manager / Lead Assistant 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:
HSC preferably in Commerce stream.
Good English Comprehension Skills
Preference will be given to people with 1.5+ years\xe2\x80\x99 experience in fraud and risk investigation.