Associate

Wipro; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro is seeking an Associate for Fraud Review to effectively assess transaction alerts and investigate suspected fraud in a dynamic, customer-facing environment. The role requires coordinating with multiple teams to resolve cases within defined SLAs and maintaining detailed logs of investigations.

This position is based in Hyderabad, with responsibilities that may include night shifts to cover US hours, and involves working with Retail Banking fraud controls and risk operations to protect

Qualifications

• Graduate or Postgraduate degree required.
• 6 months to 2 years in fraud or risk operations preferred.
• Excellent written and verbal communication skills.
• Investigative mindset with strong data-driven thinking.

Responsibilities

• Review transaction alerts/cases to determine suspicious activity.
• Research and investigate transactions to confirm fraud or non-fraud.
• Provide recommendations to implement new fraud alerts and controls.
• Assist regulatory/compliance teams with ad hoc fraud reviews.

Skills

Fraud Operations

Retail Banking

Communication skills

Education

Graduation / Postgraduate

Job description

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

Job description:

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 elevate 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

1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

S No.

Details

Description

1

Job Role Responsibility/Designation

Associate

2

Location(City/State/Country)

Hyderabad/Telangana/India

3

Domain/Vertical

BFS-DOP

4

Level/Band ( AA,B1,B2,B3,C1,C2,D1)

AA

5

Number of Opening

6

Start Date of Indent / Duration

7

Educational Qualification

Graduaate/Post Graduate

8

Professional Qualification if any

N/A

9

Skills ( Mandatory)

Retail Banking, Fraud Operations

10

Additional Skills

11

Experience

6 months to 2 years

12

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 Risk Operations role.
• 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 behaviour using critical data points.

13

Any Other Remarks

14

Hiring /Contractor or Retainer

15

Shift(Rotational/General)

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

16

Notice Period

Immediate / 1 month

17

No of days working

5 days a week / Work-From-Office

18

Security Roles &Responsibilities

Mandatory Skills: Retail Banking(BA)
.

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