Senior Officer/Manager, Fraud Team, Contact Center
Core
Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns.
Role type
Senior IC fraud operations officer (contact center)
Builds
Fraud case resolutions and customer reassurance
Domain
Financial services / Fraud prevention
Deliverable
client delivery
Required skills
fraud case management, regulatory compliance, scam pattern identification, case tracking, documentation, stakeholder collaboration
Preferred skills
financial services background, law enforcement experience, multilingual capabilities, analytical abilities
Technologies
internal case management systems, Microsoft Office
Responsibilities
Verify authenticity and completeness of fraud cases before escalation, track case progress within service turnaround times, identify and escalate recurring scam patterns, maintain detailed records of case activities, provide accurate guidance to customers on fraud policies and trends
Seniority
Senior, hands-on IC
