Customer Service

Fraud Detection Agent

Function: Operations

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Inviting applications for the role of Fraud Detection Agent

Responsibilities for this role include, but are not limited to, reviewing and eliminating potential fraud risks emanating from banking transactions (credit card, loans, deposits and payments activity). This requires logical thinking and problem-solving skills with common sense to approach fraud reviews in order to mitigate fraud impacts to the financial institution and their customers. Other responsibilities include participating in and creating projects and reports as needed, both ad hoc and otherwise.

Responsibilities

·        Investigate suspicious activity and abnormal customer behavior stemming from alerts generated from the fraud detection systems and controls. This includes out of pattern card spend or anomalous account activities.

·        Inbound/Outbound contact to verify transactions and handling incoming customer queries on card decline/account block/ unfamiliar charge on statement (phone & chat etc.)

·        Perform a reasonable investigation on alerts using all tools available to decision a review in a timely manner per designated SLA’s

·        Communicate with other departments regarding the case as per procedures.

·        Sufficiently document the steps taken during the review and decision rationale, along with supporting documentation used in the review.

·        Complete understanding of policy and procedures and familiarity with fraud investigation and case management tools

·        Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends

·        Consistently achieve/exceed quality standards for investigations

·        Participate in ad hoc projects/assignments as necessary

Qualifications

Minimum qualifications

·        Candidate with 0-1 year experience working on Fraud Detection and Mitigation for financial institutions

·        Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure

·        Agent is expected be up to date on latest fraud modus operandi that are currently trending in the market

·        Adaptability to learn new processes, concepts and skills and an eye for detail

·        Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written response

·        Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers

·        Keen attention to detail & risk identification

·        Basic knowledge of Banking Industry & Regulatory Environment including but not limited to Regulations CC, D, E & Z and Red Flags Rule, FCRA, etc.

·        Ability to articulate research findings and detail them out as per need

·        Ability to effectively manage time, and individually prioritize multiple tasks of competing priority

·        Ability to maintain high levels of confidentiality and data security standards

·        Experience with Microsoft Office, including Outlook, Word, and Excel

Attributes

·        Demonstrates sound decision making

·        Ability to work in a dynamic, fast paced environment

·        Curious & inquisitive personality

·        Strong attention to detail

·        Good Communication Skills - both written and verbal (English required)

·        Must be able to manage multiple tasks

·        Ability to work independently and in a group setting

·        Adaptable to change

Educational Experience

·        High School Graduate or Equivalent, Bachelors Degree plus

·        0-1 year similar work experience at a financial institution

·        Certified Fraud Examiner certification a plus

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, linkedIn, and YouTube.