What's exciting about this role?
Imagine being at the forefront of fraud prevention, where your customer interactions directly shape our strategies and protect our business. You'll have the chance to:
Engage directly with customers, providing them with excellent service while collecting valuable information.
Collaborate with our global fraud team and contribute to decision-making processes.
Work with tools like Excel, Notion, Looker, and SQL to track and document cases.
What You'll Do:
Handle Customer Interactions:Speak directly with customers to gather details related to fraud cases, ensuring thorough follow-up and timely escalation when needed.
Process Fraud Tickets:Handle all fraud tickets from Freshdesk with accuracy and attention to detail.
Identify and Escalate Leads:Identify potential fraud leads and escalate them as needed.
Document and Report:Accurately document fraud cases on our SharePoint tracker, providing clear visibility to management.
Sanction Misconduct:Enforce our Fraud Risk Management Policy by sanctioning sales force members for misconduct and referring them to HR for disciplinary action.
Conduct Audits:Perform sales KYC fidelity audits and provide weekly reports, flagging any issues to stakeholders.
Analyze Data:Provide analysis and reports on the prevalence of fraud, maintaining high standards of data quality.
Daily and Monthly Reporting:Send daily reports on ticket resolutions and audits, and prepare monthly plans for field investigations.
Monitor Performance:Keep an eye on sales agents' performance regarding credit metrics and fraud indicators.
Respond to Inquiries:Address all fraud inquiries and leads within stipulated timelines.
Support Case Closure:Help the team close all fraud cases within required timelines.
Collaborate:Work with other departments to execute initiatives that reduce risk and improve accountability.
Expertise:
Experience engaging with customers in person or via phone
We're looking for candidates with a blend of technical skills, practical experience, and a passion for fraud detection.
Experience with tools like Excel and SQL.
Excellent communication and presentation skills.
At least one year of work experience in a similar or related role is preferred, but we're also open to recent graduates who are quick learners and highly motivated.