Customer Protection Team

Role & responsibilities

Customer Protection Team Associate (Risk Investigator) are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions.

Customer Protection Team Associate (Risk Investigator) acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance.

• Review transactions and all available information to understand our customers while respecting all identities.
• Make customer-centric decisions and take the path of least resistance to protect our customers.
• Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
• Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
• Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
• Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
• Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
• Properly document all interactions and findings using the organization's tools and platforms.
• Be data-driven when presenting feedback and recommendations.
• Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
• Serve as backup support for the Customer Service team when needed.
• Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
• Provide critical support as needed to handle escalations and process Risk Reviews.
• Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
• Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.

Preferred candidate profile

Qualifications

Soft Skills

• Excellent written and verbal English communication skills
• Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
• Critical thinking and decision-processing skills.
• Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
• Demonstrates flexibility to work overtime based on business needs
• Must be willing to work onsite (Yerawada, Pune, Maharashtra).
• Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

• Typing speed of at least 30 WPM.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.

Experience, Education, Age

• At least one (1) year of working experience in Risk Management or related fields such as E-Commerce, Fraud Prevention, Quality Control, Retail (process payments, debit cards, credit cards, reimbursements, disputes).
• Process improvement and documentation experience is a plus.
• Six Sigma Certification: Yellow Belt is a plus.
• College Graduate or completed 3 year Bachelors College Degree.
• A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.
• Candidates must be of legal working age.