About Us:

OlaMoney is one of the fastest growing Fintech companies in India with an active customer base of 27 million+ customers. It is reinventing and fundamentally simplifying the customer experience for various financial products.

OlaMoney started as a wallet service provider as part of the larger Ola group but is now present in 3 additional verticals: Postpaid, Credit Card and Insurance.

Some of our key highlights are: -

- OlaMoney is India's largest postpaid/ pay later services provider. OlaMoney postpaid on Ola is 2.5X bigger than OlaMoney wallet.

- OlaMoney is the world's largest micro-insurer and facilitate sales of over 20M policies to customers every month

- OlaMoney SBI Credit Card is the most rewarding travel credit card and the first of its kind digitally.

Key Roles/Responsibilities:

- Process and people management tasks:

1. Create SOP for new processes which will be about 6 every 6 months and improving the existing processes wherever required. Regulatory requirements can increase the number of these SOPs further.

2. Ensure the TAT of 24 hours for first response to the customer complaints through inbound calls and emails.

3. Complete ownership of all monitoring reports and task trackers and ensuring timely actions on all of them.

4. Weekly/Monthly planning and monitoring of productivity of agents and improving the efficiency of their work.

5. Setting up KRA metrics for Fraud Investigators and monthly assessment of the metrics based on their performance.

6. Audit of quality of investigations done by agents, which ensures the quality of fraud operations and will lead to low false positives of < 5% of total investigations.

7. Maintain complete documentation of the existing processes, incidents and actions taken by fraud investigators.

- Investigation and Regulatory tasks:

1. Investigate unusual transaction behavior patterns on suspicious accounts and timely escalations of anomalies and fraud incidents and act on them whenever required.

2. Running SQL based queries to extract transactions for investigations based on certain indicators.

3. Categorization and prioritization of fraud scenario and assignment of the same to investigators.

4. Handle and support agents in complex investigations and/or complex customer escalations.

5. Tracking and Reporting of indicators from dashboard and ensuring timely action on them by Fraud Investigators.

6. Ensure timely and proper reporting of fraud incidents to RBI which can be at daily/monthly/quarterly frequency.

7. Ensure timely actions on RBI circulars and escalations are executed to satisfactory level.

Experience & Skills Required:

1. Excellent communication and presentation skills.

2. Min 4 years of experience in financial services industry or fraud investigations.

3. Awareness of fraud control initiatives and the current industry trends.

4. Experience of handling a team or prior people management experience would be an advantage.

5. Proficient in MS Office Applications.

6. Language - English and Hindi.

7. Knowledge of SQL is a big advantage.

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