Associate, Digital Risk Management

Exemplar Luxury Group; Bengaluru; On-site; INR 450,000 - 700,000; Full time

Job summary

Exemplar Luxury Group is seeking a dedicated Call Analyst in Bengaluru to review transactions for potential fraud, identify anomalies, and safeguard customer experiences. You will handle inbound and outbound calls, investigate issues, and implement corrective actions with strict confidentiality.

The role requires a graduate from any field, experience in fraud or customer service, and willingness to work night shifts.

Qualifications

• A graduate in any field.
• Experience in Fraud Investigation, Customer Service, Call Center, or Collections.
• Willing to work night shifts.
• Listen to customers’ concerns and questions.
• Resolve customer concerns and answer questions to the best ability.
• Maintain a positive attitude and calmly respond to complaints.
• Handle confidential information.
• Identify false declines and take appropriate action.
• Identify anomalies, system issues, fraud trends, and elevate Slack tickets.
• Observe transactions to identify fraudulent activity and cancel them when needed.
• Ensure confidentiality of information collected during investigation.
• Contribute to business strategies and process improvements.

Responsibilities

• Think strategically by anticipating future trends and consequences.
• Drive for results and push to exceed goals, prioritizing actions with supervisor.

Skills

Interpersonal skills

Verbal communication

Multi-tasking

Phone communication

Problem solving

Attention to detail

Team player

Communication & analysis

Education

Any field degree

Tools

MS Office

Job description

Who We Are

Exemplar Luxury Group, formerly Saks Global, is the luxury collective that comprises iconic luxury retailers, Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most esteemed names in luxury and deep customer relationships enhanced by the industry's most comprehensive insights, Exemplar Luxury Group is uniting coveted brands with unrivaled customer experiences.

Job Description

Who We Are

Exemplar Luxury Group, formerly Saks Global, is the luxury collective that comprises iconic luxury retailers, Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most esteemed names in luxury and deep customer relationships enhanced by the industry's most comprehensive insights, Exemplar Luxury Group is uniting coveted brands with unrivaled customer experiences.

What This Position Is All About

The successful candidate will primarily focus on driving business results through the review of all transactions to determine business loss. The person will highlight anomalies and work towards the betterment of customer experience overall and also will receive inbound calls and make outbound calls in addition to the investigation steps, to make sure all check points are carried out for the best result.

Who You Are

• A graduate in any field
• Experience in Fraud Investigation, Customer Service Field, Call Center, or Collections
• Willing to work in night shifts
• Listen to customers & concerns, issues and questions
• Resolve customers & concerns and answer customers & questions to your best ability
• Maintain a positive attitude and calmly respond to customers & complaints
• Handle and gather confidential information
• Identify False declines and action accordingly
• Identify anomalies, system issue, errors, fraud trends on the platform and elevate/ raise slack tickets
• Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks and cancel them from further processing
• Ensure confidentiality of all information collected during investigation
• Coming up with business strategies and process improvements

You Also Have

• Strong interpersonal skills
• Strong verbal communicator
• Ability to Multi-Task and work in a fast-paced, call center environment
• Confident with Phone Inquiries
• Great Problem-solving aptitude
• Attention to Detail and Excellent Quality
• Demonstrate strong skills of communication and analysis
• A team player able to work in different scenarios, shifts and contribute to the team
• Basic skills of MS Office

As Call Analyst, You Will

• Strategic Thinking: Think strategically by clearly anticipating future trends and consequences
• Drive for Results: Pushes self and others to exceed goals and achieve breakthrough results. Recognizes the key actions necessary to achieve results, establishes and communicates the priorities to supervisor, demonstrates persistence in removing barriers to achieving results, and encourages others to do the same

Your Life And Career At Exemplar Luxury Group

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [e-mail].