Customer Service, Fraud and Scams First Responders Officer
ANZ
full-time
Posted on:
Location Type: Office
Location: Bengaluru • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Supporting customers in raising disputes related to financial transactions, including credit/debit card charges, & digital payments via appropriate channels undertaken within schemes rules and e-Payments Code timeframes.
- Responding to customer-initiated alerts of banking fraud and scam events raised through inbound voice or MessageUs channels, evaluating to determine appropriate next steps and gathering all required information for specialist team investigations.
- Responding to inquiries and providing accurate information regarding fraud and scam trends.
- Maintaining a thorough understanding of bank policies and procedures as well as industry regulations and developments to ensure that fraud detection and prevention processes are effective and compliant to banking obligations.
- Communicating effectively with customers to provide updates on their service requests and resolving any remaining concerns though verbal conversation whilst on inbound voice and written correspondence whilst on MessageUs.
Requirements
- Prior experience in a voice based role preferably within the banking sector.
- Ability to converse and communicate clearly with customers through competent verbal communication and accurate written language.
- A genuine interest and ability to adapt to fast changing fraud and scam trends.
- Ability to build relationships and rapport with customers using empathy to understand and communicate effectively.
- Delivering first call resolutions by creating shared clarity regarding next steps and managing difficult conversations.
- Excellent analytical and problem-solving skills when investigating and evaluating Fraud, Scam & Dispute events to determine the appropriate next steps.
- Demonstrated strong customer focus to ensure enquiries are handled correctly and promptly, the first time.
Benefits
- a range of flexible working options, including hybrid work (where the role allows it)
- access to health and wellbeing services
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
verbal communicationwritten communicationrelationship buildingempathyanalytical skillsproblem-solving skillscustomer focusfirst call resolutionadaptabilityconflict management