About the role
Senior-level role within a bank's contact center fraud team, responsible for handling scam-related customer inquiries, escalating cases, and ensuring compliance with fraud investigation protocols and regulatory standards.
BankingOnsite
Key Responsibilities
- Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns
- Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards
- Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents
- Track and monitor case progress, ensuring all actions are completed within defined service turnaround times
- Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements
- Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis
Requirements
- Experience in fraud investigation or risk management
- High level of attention to detail for case review
- Ability to handle sensitive/high-stress customer interactions with empathy
- Knowledge of current scam trends and banking regulations