Banking Anti-Fraud Officer
Job Summary
We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. You will be responsible for providing exceptional customer service and support through various communication channels, focusing on fraud and scam investigation. The role includes a comprehensive 5-week paid training program to ensure expertise in banking products and fraud prevention.
Responsibilities
- Handle inbound customer calls
- Investigate suspicious banking transactions
- Support victims of fraud and scams
- Escalate fraud reports within timeframes
- Ensure high standards of service delivery
Required Skills
- Strong communication and interpersonal skills
- Proficiency in MS Office
- Ability to work staggered shifts
- Problem-solving and multitasking
- Attention to detail
Job Details
Responsibilities:
- Call centre environment and handle customer calls.
- Ensures highest standard of service delivery to our customers.
- Respond and react in a timely manner to escalate fraud / scam service request.
- Investigate transactions flagged as suspicious timely.
- Maintains confidentiality of the bank’s customers and data.
- Identifies and resolves customer issues and enquires received via calls platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness.
- Providing support to scam victims (customers of the bank) / gathering evidence for scam report and escalating to relevant BU for touchpoint / investigation/ compensation within stipulated timeframe.
- Understanding fraud and scam terminology and methodologies.
- Advisory and prevention of bank's customers from scam / fraud related cases.
Requirements:
- Relevant work experience.
- Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members.
- Ability to work on staggered shifts including weekends and Public Holidays to support Contact Centre service operations.
- Proficient in PC skills including MS Office applications.
- Excellent comprehension, communication, interpersonal skills and work etiquette.
- Multitasking, resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.