Job Description
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This role is based in India and as such all normal working days must be carried out in India.
Join us in Fraud Prevention as a Customer Service & Operations Analyst
• You’ll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries
• We’ll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement
• It’s a critical role, where you’ll be recognised for you subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs
What you’ll do
In your new role, you’ll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You’ll review manual or ineffective processes which could be automated or enhanced to enable the provision of superior customer and business experience. We’ll also look to you to review processing errors and customer complaints to identify trends and training needs, supporting process training and knowledge sharing in the team.
You’ll also:
• Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate
• Identify and refer suspicions of money laundering and submit Internal Money Laundering Suspicion reports to the bank’s specialist function
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes
• Capture and collate MI as needed, according to recognised processes and practice
The skills you’ll need
We’re looking for someone with a background in fraud prevention, recoveries and financial crime operations. You’ll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.
You’ll also need:
• An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries
• An understanding of the industry and our customers, including products, processes and fraud prevention systems
• Experience of managing stakeholder relationships
This role is based in India and as such all normal working days must be carried out in India.
Join us in Fraud Prevention as a Customer Service & Operations Analyst
• You’ll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries
• We’ll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement
• It’s a critical role, where you’ll be recognised for you subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs
What you’ll do
In your new role, you’ll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You’ll review manual or ineffective processes which could be automated or enhanced to enable the provision of superior customer and business experience. We’ll also look to you to review processing errors and customer complaints to identify trends and training needs, supporting process training and knowledge sharing in the team.
You’ll also:
• Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate
• Identify and refer suspicions of money laundering and submit Internal Money Laundering Suspicion reports to the bank’s specialist function
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes
• Capture and collate MI as needed, according to recognised processes and practice
The skills you’ll need
We’re looking for someone with a background in fraud prevention, recoveries and financial crime operations. You’ll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.
You’ll also need:
• An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries
• An understanding of the industry and our customers, including products, processes and fraud prevention systems
• Experience of managing stakeholder relationships
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Operations Analyst| Fraud Prevention position is now open for candidates interested in the Bank Jobs sector. This role in Gurgaon offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
