Job Description
Risk Investigator Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions.
Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance.
Review transactions and all available information to understand our customers while respecting all identities.
Make customer-centric decisions and take the path of least resistance to protect our customers.
Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
Properly document all interactions and findings using the organization's tools and platforms.
Be data-driven when presenting feedback and recommendations.
Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
Serve as backup support for the Customer Service team when needed.
Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
Provide critical support as needed to handle escalations and process Risk Reviews.
Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.
Qualifications
Soft Skills
Excellent written and verbal English communication skills
Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
Critical thinking and decision-processing skills.
Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
Demonstrates flexibility to work overtime based on business needs
Must be willing to work onsite (Yerawada, Pune, Maharashtra).
Must be willing to work in a shifting schedule including weekends and holidays.
Technical Skills
Typing speed of at least 30 WPM.
Experience in using multiple web tools is a must.
Good internet and computer navigation skills.
Experience, Education, Age
At least 1 year of BPO or call center experience in risk and fraud management, preferably within financial accounts or industries such as insurance, travel, telecommunications, logistics, procurement, e-commerce, and retail.
Experience should involve roles focused on fraud prevention and tasks such as payment processing, managing debit and credit card transactions, handling reimbursements, and resolving disputes.
Process improvement and documentation experience is a plus.
Six Sigma Certification: Yellow Belt is a plus.
College Graduate or completed 3 year Bachelor’s College Degree.
A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.
Candidates must be of legal working age.
Job Type: Full-time
Work Location: In person
Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance.
Review transactions and all available information to understand our customers while respecting all identities.
Make customer-centric decisions and take the path of least resistance to protect our customers.
Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
Properly document all interactions and findings using the organization's tools and platforms.
Be data-driven when presenting feedback and recommendations.
Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
Serve as backup support for the Customer Service team when needed.
Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
Provide critical support as needed to handle escalations and process Risk Reviews.
Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.
Qualifications
Soft Skills
Excellent written and verbal English communication skills
Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
Critical thinking and decision-processing skills.
Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
Demonstrates flexibility to work overtime based on business needs
Must be willing to work onsite (Yerawada, Pune, Maharashtra).
Must be willing to work in a shifting schedule including weekends and holidays.
Technical Skills
Typing speed of at least 30 WPM.
Experience in using multiple web tools is a must.
Good internet and computer navigation skills.
Experience, Education, Age
At least 1 year of BPO or call center experience in risk and fraud management, preferably within financial accounts or industries such as insurance, travel, telecommunications, logistics, procurement, e-commerce, and retail.
Experience should involve roles focused on fraud prevention and tasks such as payment processing, managing debit and credit card transactions, handling reimbursements, and resolving disputes.
Process improvement and documentation experience is a plus.
Six Sigma Certification: Yellow Belt is a plus.
College Graduate or completed 3 year Bachelor’s College Degree.
A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.
Candidates must be of legal working age.
Job Type: Full-time
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Risk Investigator Associate position is now open for candidates interested in the Bank Jobs sector. This role in Pune 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.