Fraud Analyst - Voice Email Chat process

Job Junction; Pune District; On-site; INR 419,000 - 502,000; Full time

Job summary

Job Junction in Pune is seeking a Risk Investigator Associate to protect customers and transactions with a customer-centric approach. You will review activities, verify information, and make secure decisions while ensuring regulatory compliance.

Handle fraud monitoring, coordinate with banking partners, document all interactions, and support Customer Service. 1+ year in BPO/call center risk roles is preferred; Six Sigma Yellow Belt and related certifications are a plus.

Qualifications

• 1 year of BPO/call center experience in risk and fraud management.
• Experience in fraud prevention, payment processing, disputes resolution.
• Process documentation experience is a plus.
• Six Sigma Yellow Belt is a plus.
• Bachelor's degree in Management, Finance or Business is advantageous.

Responsibilities

• Act as first point of contact ensuring secure, customer-centred experience.
• Review transactions to understand customers while respecting identities.
• Identify suspicious activities and potential fraud patterns (AML-related).
• Document interactions and findings using company tools.
• Take inbound/outbound calls to request documents for KYC/compliance.
• Support Customer Service and Risk Operations teams as needed.
• Collaborate with teams to drive continuous process improvements.

Skills

BPO/call center experience in risk and

Fraud prevention and payment

Process documentation

Six Sigma Yellow Belt

Bachelor's degree in Management/Fin/BI

Education

Bachelor's degree in Management/Finance/Business

Completed 3 year Bachelor's

Job description

Duties and Responsibilities

Risk Investigator Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centrist approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions.

• Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centrist experience while mitigating risks and ensuring compliance.
• Review transactions and all available information to understand our customers while respecting all identities.
• Make customer-centrist decisions and take the path of least resistance to protect our customers.
• Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.
• Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs.
• Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement.
• Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members.
• Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care.
• Properly document all interactions and findings using the organization’s tools and platforms.
• Be data-driven when presenting feedback and recommendations.
• Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors.
• Serve as backup support for the Customer Service team when needed.
• Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process.
• Provide critical support as needed to handle escalations and process Risk Reviews.
• Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams.
• Contribute to and participate in continuous improvement projects aimed at enhancing operational processes.

Experience, Education, Age

• At least 1 year of BPO or call center experience in risk and fraud management, preferably within financial accounts or industries such as insurance, travel, telecommunications, logistics, procurement, e‑commerce, and retail.
• Experience should involve roles focused on fraud prevention and tasks such as payment processing, managing debit and credit card transactions, handling reimbursements, and resolving disputes.
• Process improvement and documentation experience is a plus.
• Six Sigma Certification: Yellow Belt is a plus.
• College Graduate or completed 3 year Bachelors College Degree.
• A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.
• Candidates must be of legal working age.

Salary

• Gross CTC : 37500/- 450000/-
• Net Salary : 35250/-
• If Transport Opted : 35250 - 2000 = 33250/-
• Self Transport 35250 + 2500 37750/-
• Monthly Performance Incentive : 3800/(Based on performance)
• Thrive On Premium : 3000 (After completion of first 1 YEAR)

CALL FOR MORE DETAILS

9226639337 | 9049078453