Job Advert Details
Why join us? (Overview of Dept./Function)
Fraud Operations is an integral part of Shared Contact Centre. The department deals with Fraud Detection, Prevention and Mitigation. The team constantly works towards combating financial fraud and protecting the Bank reputation and our customers from losses. The team supports most of the global businesses across all regions of the group.
The Opportunity: (Brief Overview of the Role)
- Under minimal supervision, identify fraudulent activity on card products, across multiple platforms, to protect the bank and its customers.
- Engage and Discover Customer Needs over Inbound calls.
- Deliver Service Excellence.
- Identify and escalate opportunities to ensure investigations are as effective and efficient as possible.
- Initiate and/or receive contact from customers, potential victims and external parties while monitoring fraud transactions.
- Lead by example and adhere to relevant policies and procedures.
- Protect the Bank - through vigilance against fraud, knowing your customer, adhering to regulations/policies and minimizing operational risk.
What you’ll do: (List out Key Responsibilities)
Impact on the Business/Function
- Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts.
- Conduct customer interactions in accordance with the Brand values to optimize the customer experience.
Customers / Stakeholders
- Fulfill customer and business initiated inquires by all channels as assigned to resolve potential and confirmed fraudulent activity.
- Adhere to procedures, compliance, and regulations to ensure that the customer and business is protected against losses and risks.
Leadership & Teamwork
- With minimal direction seeks out opportunities to increase knowledge and improve skills to understand the industry and will assist management in providing support for the department.
- Assist management in providing support to the department such as training, question resolution, and escalated case handling.
- Actively engage in self-development and performance improvement with immediate supervisor.
Operational Effectiveness & Control
- Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policy and practices, report control weaknesses, compliance breaches and operational loss events.
- Mastery of all Fraud systems used for assigned job functions.
- Achieve department standards particularly productivity and quality requirements. Maintain daily productivity logs and accurate payroll entry.
- Complete required and recommended training and development courses
- Complete other responsibilities, as assigned.
信息
What you will need to succeed in the role: (Minimum Qualification and Skills Required)
- Bachelor's degree or equivalent experience. (R)
- Strong communication, client focus and influencing skills, both verbal and written (R)
- Knowledge of and experience in problem solving techniques (E)
- Ability to learn quickly and transfer knowledge appropriately (E)
- Ability to meet tight deadlines (E)
- A degree of a strategic thinking (E)
- Eye for detail and analytical skills. (E)
- Decision making based on experience, judgement, and Fraud Operations process knowledge (E)
- Flexibility to work 24 / 7 working environment in line with business requirements (E)
- Ability to multi-task and work under pressure (E)
- Ability to challenge the norm and to identify innovative solutions to improve processes and procedures (D)
What additional skills will be good to have? (List out good to have skills and certifications)
- Proven ability to prioritise workload effectively in line with business priorities.
- Reporting and MS Office skills
- Operates effectively across cultures and in multi-cultural diverse work environments.
- Experience of working with multiple regional teams’ desirable
Want to Apply?
- All applicants must have successfully completed their probation period
- All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal
- All applicants should have served at least 18 months in their current functional role and department
- Applicant should inform their Line Manager prior to applying
- Application form should be submitted on CareerLink along with their updated CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
- Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application
- Right to work is required. Local employment rulings and restrictions will apply.
- Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
- Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.