Senior Fraud Investigator

1 week ago


Delhi, Delhi, India Selections HR Services Private Limited Full time

Job Title:
Team Lead - Pre-Paid Card Operations (Fraud Operations)

Location:
Pune

Shift:
Night Shift (One-way transport provided)

Designation:
Team Leader

Notice Period:
Immediate only

CTC:
6.5 LPA
-
  • Education:
  • Graduates

Experience:

  • Minimum 1 year of experience as a Team Leader
  • Minimum 3 years of work experience in Banking Back Office Operations

Skills Required:

  • Good communication skills
  • Attention to detail
  • Drive SLA performance for a team of 15 associates
  • Computer proficiency (MS Office & Internet)
  • Good comprehension skills
  • Willingness to work in shifts
  • People management
  • Client interaction
  • Experience in dispute fraud, credit card payments, chargeback resolutions

Key Responsibilities:

Managing Daily Operations:

  • Oversee daily operations of the team ensuring SLA targets are met.

Team Management:

  • Manage and lead a team of up to 15 associates.
  • Provide mentoring and coaching to individual team members who fall below desired performance levels.

Escalation Handling:

  • Handle firstlevel escalations on process issues that cannot be resolved by agents.

Deliverable Monitoring:

  • Ensure closure of daily, weekly, and monthly deliverables.

SLA and Reporting:

  • Manage SLA adherence, daily reporting, and leave planning for agents.

Product and Service Knowledge:

  • Maintain a strong understanding of the products and services offered to customers.

Quality Monitoring:

  • Monitor random calls/cases to improve quality, minimize errors, and track operational performance.

Process Improvement:

  • Continuously contribute towards process improvement initiatives.

Language:

  • English

Process:

  • Nonvoice


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