AM - Transaction Monitoring

2 days ago

Gurgaon, Haryana, India WNS Holdings Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Drive individual and team goals including but not limited to service levels, productivity, CSAT, escalation rates, error rates and quality metrics.
  • Proactively communicate with Stripe on daily operational matters.
  • Partner with training and quality to ensure training and refresher training needs are identified and delivered.
  • Provide timely Specialist reviews and handle all team member professional development.
  • Operate like an SME. Always provide support to the team, including the handling of customer queries.
  • Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations.
  • Work with RTAs to ensure queues are healthy and staffed appropriately.

Preferred candidate profile

  • Minimum 2 years experience in managing a team within Fraud and compliance Operations.
  • Language Proficiency in all supported languages: CEFR C2 level mastery
  • Strong customer focus with Excellent problem-solving, logical reasoning and decision-making skills
  • Ability to work under pressure in a faced paced environment with limited structure.
  • Ability to research and analyze potential fraudulent activity across multiple risk factors for merchants and partners including research across publicly available sources as well as internal sources such as merchant data and transactional records
  • Ability to understand and apply complex regulatory and compliance requirements within the financial services space.
  • Experience working with payments-based fraud typologies such as card testing, underwriting, transaction fraud, merchant fraud in the digital landscape
  • Analytically sound and able to make decisions on whether an alert should be escalated for further investigation or close if further review is not warranted
  • Excellent investigative and detective skillset to conduct research on merchants to identify relevant fraud risks and signals
  • Sound knowledge in money services laws and requirements including fraud transaction monitoring and fraud domain
  • Knowledge of working on standard systems, including Lexis Nexis, Identity and Domain verification through Internet research
  • General awareness on latest fraud trends in the industry
  • Immediate joiners preferred
  • Team Handling experience is a must working as Assistant Manager

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