Fraud Monitoring Analyst (ORA Bank) – French Speaker
Job Description
<p><strong><u>Job Accountabilities</u></strong></p><p>• Monitor card based transactional on a <strong>24×7 shift basis</strong> as per company procedures, agreed service standards and in accordance with agreed controls and procedures.</p><p>• Contact cardholders on suspicious activities on their card accounts and take necessary actions as per company procedures in accordance with agreed controls and TAT’s.</p><p>• Conducting the review of all triggered alerts based on the pre-defined rules in the fraud detection/prevention tool.</p><p>• Identify fraudulent trends and execute the appropriate action as per the unit process.</p><p>• Initiate outbound calls to confirm transactions with cardholders and update system appropriately. Initiate outbound fraud alert notification through email to the internal team, Banks, Merchants, business.</p><p>• Clear and investigate all queued alerts maintaining no pending alerts by Shift and on timely manners.</p><p>• Follow the proper channel of escalation and ensure that all critical issues are timely reported on time to guarantee the rapid fix.</p><p>• Ensure that fraud track records (documents) for all cases are properly produced and documented for history keeping.</p><p>• Proper update and tracking of the cardholders travel plan provided by the issuing banks.</p><p>• Respond to all inquiries (Banks, internal team, etc.) on timely manners and professionally.</p><p>• Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.</p><p><br></p><p><strong><u>Experience / Skills Required</u></strong></p><p>Education:</p><p>• A University Graduate, English Section</p><p><strong>Excellent French Speaker.</strong></p><p>Required Experience:</p><p>• Inbound call center experience and/or experience with Credit Card Fraud and fraud investigation.</p><p>• Banking product knowledge, service standards, productivity and job analysis method.</p><p>• 6 to 12 months Customer contact experience in a call center.</p><p>• Experience with handling business customers.</p><p>• Advance level/skills in handling Microsoft windows excel, word, power point, etc.</p><p>Language Skills:</p><p>• Very good command of English language (Speaking, Listening, Reading and Writing), or equivalent to Upper-Intermediate level.</p><p>•</p>
