Senior Executive-Back-End/Voice/Customer Service

1 week ago

Gurgaon, Haryana, India EXL Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

We are seeking a talented and self-motivated candidate to join our Fraud Operations team. Candidate will be responsible for all aspects of Fraud investigations as it 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); advising and assisting Management in making and implementing strategic decisions and objectives; and driving business objectives. Investigator is also responsible for determining if a Suspicious Activity Report is required, and if it's felt that one is required the ability to draft the filing narrative and submit for secondary review within pre-defined timeframes.

Responsibilities

Role

  • Reviewing and verifying fraud related requests end to end.
  • Investigate request received for confirmed fraud or suspicious activity by reviewing end to end customer accounts and requesting or inquiring for additional information as necessary through outbound calls.
  • Ensuring compliance with regulatory standards.
  • Ensuring compliance with company/client policies and guidelines.
  • Documenting and effectively communicating reasons for the approval/rejection of transactions.

Responsibilities

  • Conducts thorough investigations on identified and suspicious accounts within the specified systems. Ability to create a case file with documentation to support the final decision.
  • Monitoring of fraud claims to ensure validity of claim, which may include contacting merchants, financial institutions and/or clarifying customer statements as necessary.  
  • Gathering appropriate documentation to support final decision.
  • Identify fraud trends, make recommendations for new strategies to prevent additional losses, and assume responsibility for special projects as assigned by Management
  • Reviews alerts/reports to detect Suspicious Activity, fully understand criteria when a Suspicious Activity Report (SAR) is required along with completing BSA form, writing narrative and gathering supporting documentation
  • Conduct periodic internal account/customer reviews to identify potentially fraudulent activity
  • Reviews disputed transactions to investigate fraud claims, identify charge-back opportunities and ensure compliance with Regulations in respect to the timeframes that govern disputed transactions
Qualifications
  • Bachelor's degree required (Preferred B.com Hons)
  • Exceptional English Comprehension Skills
  • Minimum 24 months experience in Fraud and risk in US banking 

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