Job Overview:
Risk Investigator Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions. Risk Investigator Associate acts as a first point of contact ensuring a highquality, secure, and customer-centric experience while mitigating risks and ensuring compliance.
Key Responsibilities:
Review transactions and all available information to understand our customers while respecting all identities.
Make customer-centric decisions and take the path of least resistance to protect our customers.
Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
Properly document all interactions and findings using the organization's tools and platforms.
Be data-driven when presenting feedback and recommendations.
Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
Serve as backup support for the Customer Service team when needed.
Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
Provide critical support as needed to handle escalations and process Risk Reviews.
Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.
Qualification:
College Graduate or completed 3 year Bachelor’s College Degree.
A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.
Candidates must be of legal working age.
At least 1 year of BPO or call center experience in risk and fraud management.
Six Sigma Certification: Yellow Belt is a plus.
Pay: ₹420,000.00 - ₹450,000.00 per year
Work Location: In person
