Assistant Manager - Fraud Operations - Banking Domain

AM- Fraud operations (Banking domain) (Team handling experience on paper is a must)

4+ years experience of operation management in fraud / risk investigation / banking customer service process

Customer service experience required.

Shift - Rotational

Location: Gurgaon

Mode: WFO

Communication excellence

Immediate to 30 days

Target companies: SBI Cards, American Express/Banking & Financial organisations.

PFB the details for reference:

Role Assistant Manager

- Should have 4+ years experience of operation management in fraud / risk investigation / banking customer service process

- Experience in Managing team of 10+ employees in blended process of voice and back-office operations in any banking related process

- Build strong team relationship within and across teams

- Ensuring compliance with regulatory standards.

- Ensuring compliance with company/client policies and guidelines.

Responsibilities:

- Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results

- Manage team performance, conduct one on ones and provide constructive feedback to the team on improvement areas

- Monitors numerous real-time queues related to credit card / debit card, check and online transactions across all products (checking/savings, credit cards, loans and Investment accounts)

- Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity

- Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses

- Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision.

- Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity