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Title:  Associate

Requisition ID:  38675
City:  Hyderabad
Country/Region:  IN

 

Candidate Requirement

 

Category

  • Fraud Investigation/Any Banking Domain

 

Edu. Qualification

  • Bachelor's degree in any stream

 

Shift

  • US Shift

 

Experience

  • 6 months to 2 years of Fraud /Any Banking Experience

 

Skills  

  • Good Communication Skills

 

Job Description -

 

What you’ll do as Associate - Fraud Reviewer:

  • Review Transaction alert or case which.
  • Research/Investigate the transaction to determine suspicious or non-suspicious.
  • Good knowledge of risk and fraud in consumer and retail banking sector.
  • Identify and report fraud trends. 
  • Provide recommendations supported by data in implementing new fraud alerts and controls.
  • Assist Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed.

 

What you’ll bring:

  • 6 months to 2 years of relevant experience in a Fraud or Any banking experience, Good Analytical Skills
  • Excellent written and verbal communication skills.
  • An investigative curiosity with strong critical thinking skills and the ability to communicate vision across the organization.
  • Self-motivated, organized, and analytical thinker with a desire to thoroughly investigate potentially fraudulent customer behavior using critical data points.

 

Shift(Rotational/General)

  • Night Shifts (US Region) / Rotational shifts & Week-Off’s

 

Notice Period

  • Immediate / 15 Days Candidates can  only Apply.

 

No of days working

  • 5 days a week / Work-From-Office

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏

Do

  • Support process by managing transactions as per required quality standards
    • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    • Update own availability in the RAVE system to ensure productivity of the process
    • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all client queries
    • Resolve client queries as per the SLA’s defined in the contract 
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
    • Document and analyze call logs to spot most occurring trends to prevent future problems
    • Maintain and update self-help documents for customers to speed up resolution time
    • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    • Ensure all product information and disclosures are given to clients before and after the call/email requests
    • Avoids legal challenges by complying with service agreements

͏

  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏

Deliver

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

Candidate Requirement

 

Category

  • Fraud Investigation/Any Banking Domain

 

Edu. Qualification

  • Bachelor's degree in any stream

 

Shift

  • US Shift

 

Experience

  • 6 months to 2 years of Fraud /Any Banking Experience

 

Skills  

  • Good Communication Skills

 

Job Description -

 

What you’ll do as Associate - Fraud Reviewer:

  • Review Transaction alert or case which.
  • Research/Investigate the transaction to determine suspicious or non-suspicious.
  • Good knowledge of risk and fraud in consumer and retail banking sector.
  • Identify and report fraud trends. 
  • Provide recommendations supported by data in implementing new fraud alerts and controls.
  • Assist Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed.

 

What you’ll bring:

  • 6 months to 2 years of relevant experience in a Fraud or Any banking experience, Good Analytical Skills
  • Excellent written and verbal communication skills.
  • An investigative curiosity with strong critical thinking skills and the ability to communicate vision across the organization.
  • Self-motivated, organized, and analytical thinker with a desire to thoroughly investigate potentially fraudulent customer behavior using critical data points.

 

Shift(Rotational/General)

  • Night Shifts (US Region) / Rotational shifts & Week-Off’s

 

Notice Period

  • Immediate / 15 Days Candidates can  only Apply.

 

No of days working

  • 5 days a week / Work-From-Office

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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