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Senior Fraud Investigator
1 week ago
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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