Analyst, FRR, Reported Fraud, OM, UK

Overview

Fraud Rapid Response Associate who keeps members' accounts safe and communicates clearly through compliance checks, providing round-the-clock support.

What you'll do

• Attend calls on an emergency inbound phone line for fraud reports.
• Work with other financial institutions to recover funds.
• Juggle priorities to give members outstanding support, with time of the essence and detailed product knowledge vital.
• Help members understand what is required from them and keep them updated through the stages of investigation.
• Explore data and aid with reporting to track the performance of products and services.
• Demonstrate values to new team members, support them with your wisdom and experience, and assist with common back-office tasks.

What you'll need

• Excellent communication skills and a positive, goal-oriented attitude.
• C1/C2 level of spoken and written English.
• At least 1 year of experience working in international customer support on an inbound phone line.
• At least 2 years of experience in a customer service role.
• Comfortable working in 24/7 rotational shifts (employee preferences are considered, but not guaranteed).
• Comfortable using industry tools such as Kustomer, GSuite, and Jira.
• Confident talking with customers and walking them through difficult situations.
• Always on the lookout for recurring issues and help create new workflows to solve them.
• Really strong organisational skills.
• Spot and note patterns, and highlight areas that can be improved in product or member experience.

Nice to have

• Experience working with vulnerable customers or customers who have been defrauded.

Details

• Location: Hyderabad, India.
• Shift pattern: 24/7 rotational shifts.
• Flexible working options are offered.