1. Understand and master the latest/active fraudulent activities in the market and reduce/avoid fraud losses for clients through your valuable work.
2. System monitoring and telephone verification of suspicious transaction cases with guests to prevent any possible fraudulent activity, where a stolen or lost card needs to be replaced with the guest.
3. If fraudulent transactions are found, they should be referred to relevant departments for investigation of suspected fraud cases in accordance with procedures and procedures to minimize the risk of exposure and loss.
4. Handle inbound and outbound calls for fraud reporting and take proper actions to assist the bank to mitigate fraud risk.
1. Domain Experience - Min 2 years fraud or financial services or customer service experience.
2. Communication - Effective conversational skills, Proficient in both spoken and written English/ Cantonese/Mandarin.
3. Excellent communication and customer service skills.
4. Basic understanding of MS Office. etc.
5. Flexible to working in a 24x7 process in rotational shifts, including weekends.
6. Multitasking Ability - Toggle between Multiple applications and ability to work on multiple task.
7. Detail oriented - Research and patiently review the case.
8. Analytical - Strong decision making and analytical skills. Experience using data and observation to support judgements and complex customer interactions.
9. Domain Knowledge Curiosity - Awareness of changing Fraud Landscape, fraud schemes, fraud prevention methods, fraud detection tools and industry fraud trends.