Senior Officer/Manager, Fraud Team, Contact Center
Core
Respond to scam-related inquiries and case escalations from the Contact Centre, verifying case authenticity and ensuring timely resolution of customer concerns.
Role type
Senior IC fraud operations officer (contact center)
Builds
Fraud case resolutions and customer reassurance
Domain
Banking / Financial Services / Fraud Prevention
Deliverable
client delivery
Required skills
Fraud case management, regulatory compliance, scam pattern identification, case tracking, documentation, stakeholder collaboration
Preferred skills
Customer service experience, financial services background, multilingual capabilities, analytical problem-solving
Technologies
Internal case management systems, Microsoft Office
Responsibilities
Respond to scam-related inquiries and case escalations, verify case authenticity and completeness, track and monitor case progress, maintain detailed case records, identify and escalate recurring scam patterns, ensure compliance with regulations and best practices
Seniority
Senior, hands-on IC
