Operations

• Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live.
• Manage vendor-related dispute tickets (BANO) including: RFI - Transaction Trace, RFI - Creditor Trace.
• Investigation Requests for various scam types such as Money Mule, Investment Scam, Romance Scam, Advance Fee Fraud, Jobs & Employment Scam, Social Engineering, Relationship Scam, Threat/Extortion, Recovery Scam, Relo Scam, On-forwarded Scam, and other Scam/Fraud cases.
• Handle ticket management.
• Process refunds efficiently and accurately.
• Resolve bank verification issues.
• Monitor daily transactions and sweep activities, including rejected, pending, and review statuses.
• Participate actively in daily operations meetings.
• Conduct investigations for operational issues and escalations.
• Provide education and guidance to Customer Support teams for troubleshooting and business-as-usual (BAU) activities.

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