Fraud Analyst

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank's products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Step into a role of Fraud Analyst, where you'll take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations. You must follow well defined procedures that may require a range of job routines and make judgement based on practice and previous experience.

To thrive in this role, you'll need previous experience in:

• Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score)

• Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules.

• May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary.

• Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas.

• Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer.

• Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution.

• Adhere to quality control discipline, procedures and always checks.

• Day to day query resolution, with upward escalation of more complex queries to the management team

• Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc. in time and with complete information, in which effort is made to prevent or limit possible damage/fraud.

• Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews.

• Thorough solution of queries & identify improvements to processes.

• Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions.

•  Knowledge of risk awareness, audit disciplines and controls

• Differentiate the genuine customers from fraudsters using verbal and physical signs present on the account.

• Managing customers in vulnerable circumstance

• Taking up and managing customer complaints

• Provide supportive care to the customers who have been victim of fraud.

You may be assessed on key essential skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Noida.