Account Protection Specialist

Responsibilities:

• Making a pro-active attempt to identify fraudulent charges via inbound and outbound calls.
• Answer inbound calls from Card members and set up/action fraud cases on calls.
• Review fraud claims from Card members to decide, to either accept the claim from the Card member or reject it.
• Detect and minimize credit and fraud risk whilst enabling spend at the same time.
• Real time, transaction level credit and fraud risk assessments for requests received from our Cardmember or merchants.
• Point of Sales (POS) approval, charge reversals request from merchant establishments.
• Resolve cases within the assigned empowerment limit.
• Continue to monitor current trends in Fraud landscape & suggest preventive & corrective measures.
• Meet and endeavor to exceed metrics on transactional quality, compliance, RTF, regulations, and productivity as per goals.

Qualification:

• Graduate/Undergraduate
• Excellent communication
• Minimum 1 year experience in contact center domain either in customer service or collections
• Proven analytical and problem-solving skills with a strong attention to detail.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a window environment.
• Ability to work in a 24/7 rotational environment.
• Ability to work in a hybrid environment.