Risk and Fraud Investigation || Outbound Int. Voice Process

11 hours ago

Gurugram, India Ghrs Training Full time

Job Description Responsibilities: - Outbound Communication & Investigation: - Initiate and conduct outbound calls to a diverse international customer base, banks, and other third parties to verify suspicious transactions, confirm identities, and gather necessary information related to potential fraud. - Articulate complex fraud scenarios, security concerns, and company policies clearly and professionally to customers from various cultural backgrounds. - Employ effective questioning and interview techniques to extract critical information, corroborate facts, and assess the legitimacy of transactions or accounts. - Handle sensitive and confidential customer and financial data with utmost discretion and adherence to data privacy regulations (e.g., GDPR, local laws). - Fraud Detection & Analysis: - Analyze transactional data, account activities, and customer profiles to identify patterns, anomalies, and red flags indicative of fraudulent behavior (e.g., identity theft, account takeover, payment fraud, phishing). - Utilize internal fraud detection tools, CRM systems, and other resources to research, investigate, and build comprehensive fraud cases. - Stay updated on emerging fraud trends, schemes, and typologies relevant to international markets. - Risk Mitigation & Resolution: - Based on investigation findings, recommend and implement appropriate actions to mitigate financial loss and prevent further fraudulent activity (e.g., blocking accounts, reversing transactions, flagging for further review). - Collaborate closely with internal teams such as Payments, Compliance, Legal, and Customer Support to resolve complex fraud cases and ensure seamless customer experience while maintaining security integrity. - Ensure timely resolution of all assigned investigation cases, adhering to Service Level Agreements (SLAs). - Documentation & Reporting: - Accurately and thoroughly document all investigation steps, customer interactions, findings, and resolutions in the case management system. - Prepare detailed reports on individual fraud cases and contribute to summary reports on fraud trends and prevention effectiveness. - Maintain meticulous records to ensure auditability and compliance with regulatory requirements. - Compliance & Process Improvement: - Adhere strictly to all company policies, regulatory guidelines (e.g., KYC, AML), and security protocols. - Contribute to the continuous improvement of fraud detection processes, tools, and strategies by providing feedback and insights from investigations. - Participate in training sessions and knowledge-sharing initiatives to enhance personal and team expertise in fraud investigation and risk management. Qualifications: - Education: Bachelor's degree in Finance, Business Administration, Criminal Justice, Criminology, Law, or a related field. - Experience: - 1-3 years of experience in a fraud investigation, risk management, financial crime, or a similar role, preferably within a call center, BPO, or financial services environment. - Prior experience in an international outbound voice process is highly preferred. - Experience with payment fraud, identity theft, or account takeover fraud is a significant advantage. -

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