Senior Executive

Job Description

JOB DESCRIPTION

Position Title, Responsibility Level: Senior Executive

Function:Operations

Reports to -

Assistant 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/Dispute Investigator to join our Fraud/Dispute Operations team. Candidate will be responsible for all aspects of Fraud and Dispute investigations as it relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, Debit claims 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 or dispute 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 or dispute and risk related Inbound/outbound calls.
- Reviewing and verifying fraud/dispute 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 and dispute 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/dispute 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: 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:

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