Lead Assistant Manager-Back-End/Voice/Customer Service

1 week ago

Gurgaon, Haryana, India EXL Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
  • Should have 4+ years' experience of operation management in fraud and risk investigation and customer service process
  • Experience in Managing team of 10+ employees in blended process of voice and back office operations 
  • Build strong team relationship within and across teams 
  • Ensuring compliance with regulatory standards.
  • Ensuring compliance with company/client policies and guidelines.
Responsibilities
  • Analyzing team performance, manage all administrative task and  provide coaching and feedback to team to deliver strong results
  • Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts) 
  • Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
  • Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
  • Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
  • Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision. 
  • Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
  • Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity 
  • May Interact with other Risk teams on developing fraud prevention strategy and process
  • Preparing weekly/monthly dashboard and reporting for Senior Leadership Team.
Qualifications
  • Bachelor's degree required (B.Com or BBA) preferably in Commerce stream.
  • Good English Comprehension Skills
  • Preference will be given to people 4+ years' experience of operation management in fraud and risk investigation and customer service process

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