Senior Executive

• Should have 2+ years’ experience in a fraud or dispute and risk related role which includes end to end Fraud investigation on bank accounts, transactions, check deposits and cards fraud.
• Should have 2+ years’ experience of customer service for fraud or dispute and risk related Inbound/outbound calls.
• Reviewing and verifying fraud/dispute related requests.
• 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.

• 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 and dispute 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/dispute 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

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Process Improvement initiatives
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shift-work, including weekends, non-business hours and holidays
• Business Etiquette

• Basic strong internet research, Google Docs, and overall PC skills
• Typing speed of 30 words with high accuracy

• Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

• Bachelor's degree required.
• Exceptional English Comprehension Skills
• Should have 2+ years’ experience in a fraud, dispute and risk related role which includes end to end Fraud and Disputes investigation on bank accounts, debit claims , transactions, check deposits and cards fraud.
• Should have 2+ years’ experience of customer service for fraud, dispute and risk related Inbound/outbound calls.

EXL Service