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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.
Job Responsibility:
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
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
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
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
Requirements:
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
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
Responsible for the management of own daily workload
Responsible for identifying potential loss situations promptly escalating to the relevant areas
Adhere to organizational wide information security policies and procedures
Assist Team Manager / Process Expert in administration of the section
Adhere to quality control discipline, procedures and always checks
Day to day query resolution, with upward escalation of more complex queries
Report issues and concerns as soon as possible to seniors/ team leaders/ managers
Responsible for driving own performance management
Thorough solution of queries & identify improvements to processes
Maintain effective performance by being adaptable and positive
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
What we offer:
wellness rooms
on-site cafeterias
fitness centers
tech-equipped workstations
hybrid working
structured approach to hybrid working with fixed 'anchor' days