Senior Executive
EXL Service
- Gurgaon, Haryana
- Permanent
- Full-time
- Should have 2+ years’ experience in a fraud 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 and risk related Inbound/outbound calls.
- Reviewing and verifying fraud 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 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
- 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 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 and risk related Inbound/outbound calls.