Below are the responsibilities and qualifications that must be displayed to apply for this position:
Schedule
- Hybrid Position. 3 days a week in office.
- Ability to work weekends - one day of the weekend in office
- Flexibility in schedule to accommodate necessary support.
Responsibilities
- Responsible for the day-to-day management of the operations to ensure service delivery within the agreed quantitative and qualitative standards with a focus on team performance, customer satisfaction, and timely resolutions.
- Assign workload to maintain agreed service levels.
- Prepare workload and shift end reports for all clients.
- Analyze, keep track of and monitor various fraud patterns and update the team accordingly on a regular basis.
- Distribute and monitor reports and adhoc tasks.
- Facilitate resolution of work-related issues of team members.
- Coach the team members to ensure sustained contribution.
- Provide training for new hires, and existing hires when necessary.
- Assist team members in organizing and accomplishing own tasks.
- Report incidents, bugs and malfunctions affecting both external and internal processes in a timely manner.
- Liaise with other teams/clients and departments to resolve issues and to ensure quick First time resolution (FTR).
- Handle escalations and follow up on issues with customers and or other departments.
- Communicate assignments, milestones and deadlines to the team and individuals based on Team Leaders instructions.
- Work on daily tasks, withdrawals, etc. when support is needed.
- Ability to initiate outbound calls or handle transfers from customer service.
- Speak on fraud trends, department performance, and new updates during weekly client meetings.
Qualifications
- 2+ Years Experience in a Payments and Fraud position.
- Sound knowledge of the different aspects of Risk work including Online Payments or Financial Services knowledge.
- Ability to identify subtle fraud and abuse patterns.
- Sound and demonstrable experience with fraud analysis and investigations.
- Good communication skills and ability to effectively deliver feedback.
- Self-motivation
- Ability to perform well under tight deadlines within a dynamic environment.
- Excellent command of Microsoft office tools.
- Proven aptitude to work in a team and guide and influence others.
- Strong logical reasoning skills with an analytical approach.
Additional Requirements (if applicable)
- Bachelor’s degree strongly preferred.
- AML/previous CS experience
