Associate - Falcon

Position Responsibilities Job Description Role Purpose Operational Excellence Reviewing and monitoring the additional Fraud Detection Process Review. Monitor real time queues and identify high risk transactions within the business portfolio. Build rapport with customer about Fraud and risk management team to benefit from fraud alerts. Communicate with Customer about fraudulent activity over the phone after cordial and proper Welcome Script provided by the bank to banks customer. Identify fraudulent transactions and cancel them from further processing. SLA Resolve queued transactions within the service level agreements to reduce potential revenue losses. Resolve customer issues within the scope of existing service level agreements. Wing to wing closure & process improvement Interact with banks and customers to validate information and to confirm or cancel authorizations. End-To-End Closure of All Payment Related Queries Update alerts with its status and action till its closed with appropriate action status. Identify system improvements to prevent fraudulent activities. Recommend new software tools used for fraud detection, prevention and reporting activities. External Focus Generate suspicious activity reports and risk management reports for Managers. Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. Determine existing fraud trends by analyzing accounts and transaction patterns. Role Accountability Monitor fraud alerts daily and take necessary action to protect customer identify fraud pattern through the monitoring of high risk merchants contribute to the creating of fraud rules by providing analytical data and support decisions accurately document all the actions taken on a case report risk information and findings to the immediate supervisor in a timely manner actively participate in team meetings; share information and make suggestions for improvements to fraud operations Measures of Success SLA Adherence Accuracy% Customer satisfaction score/VIC/Score card insights AFPR Technical Skills / Experience / Certification (If any) Skills Sets Required Good organizational skills Effective communication is required Other Skills Conversational in English and Hindi/ regional language Quick learner of new systems / technology Candidate should be able to confidently interact with Customers Should be flexible to work in any shifts (including Night) Competencies critical for role with High Proficiency Attention to details Result oriented Communication skills Analytical skills Key External Stakeholder(s) Key Internal Stakeholder(s) Must have Qualification Graduate Over All experience in role Relevant Experience with respect to the role Banking & Financial institutions (Pl specify field and years) Preferred Industry(If any)