Assistant Manager

DescriptionAbout the companySBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.Join us to shape the future of digital payment in India and unlock your full potential.What's in it for YOUSBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employeesAdmirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employeesDynamic, Inclusive and Diverse team culture Gender Neutral PolicyInclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefitsCommitment to the overall development of an employee through comprehensive learning & development frameworkRole Purpose To comprehensively review customer Fraud Disputes and Alerts  for all types of Fraud scenarios, analyze customer & account behavior to understand fraud behavior & modus and initiate action for Merchant Recovery. Liaison with. Merchants, intra & inter-functional stakeholders for faster dispute resolution, Merchant Recovery, better fraud mitigation prevention & detection.Role Accountability Enhanced and Holistic Review of Fraud Disputes:Perform holistic review of fraud disputes & alerts by leveraging Bureau, Alternate sources of data including bureau, EPFO, online validation in public databases, internal & external databases to identify anomalies to identify identity take over, 1st-party / 3rd-party frauds, online frauds etc. Communicate & probe to understand the modus and block / unblock cards if required.Perform RCA to identify Process Lapses & Fraud Patterns. Report/flag-off fraud patterns & report the same to team leads/analytics team for preventive action.Coordinate with intra/inter-Functional stakeholders to address / rectify the Process Lapses & avoid further disputes. Ensure adherence to regulatory compliance on KYC and transaction monitoringFraud awareness to customers to safeguard them against potential fraud threatsInteract with merchants and Law Enforcement Agencies (LEAs) for transaction reversal cases and raising red alerts for ongoing fraudsHandling  escalations received from Banking Ombudsman, Internal Ombudsmen, Government, Senior Management, Other Functions and ensuring to timely action and response with complete accuracy. Allocation & coordination with Investigation Team for field validation of disputes. Keep track of actioned cases and coordinate with stakeholders for faster resolution of dispute.Responsible for preparing the Approval documents to be presented to Fraud Loss & Customer Compensation Approval Committee in the required format & closure of cases in system post approval.Process Excellence:Ensure Accuracy & TAT adherence in processing & closure of customer fraud disputes.Ensure adherence to process SOPs & customer contact policiesIdentify and suggest improvement areas for increased fraud mitigation, increased merchant reversals and share with team leads/process leads for evaluation & implementationReadiness of disputes in required format for  Fraud Loss & Customer Compensation Committee approval.Measures of Success Productivity (No. of dispute SRs reviewed & processed in a day) as per MOUFraud Dispute review and decisioning Accuracy Fraud trends highlighted and process improvement opportunities suggestedReadiness of disputes in required format for  Fraud Loss & Customer Compensation Committee approval.Process Adherence as per MOUTechnical Skills / Experience / CertificationsSubject Matter Champion on Fraud Management, Application Sourcing and Transaction Processing systems and KPI Deep knowledge of fraud management, application sourcing and transaction processing systems and KPIExperience of documenting case factsCompetencies critical to the roleAnalytical Ability and Problem SolvingDecisivenessListening skillsProbing skillsProcess OrientationQualification Graduate in any discipline from a reputed and recognized institute / University.Preferred IndustryBanking / Financial Services /Consulting/Fraud Strategy/Ecommerce