Customer Service Supervisor

RSD Human Resource Management Consultancy; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Performance Bonus

Government Mandated Benefits

Health Insurance

Life Insurance

HMO

Job summary

A leading BPO service provider in Muntinlupa is seeking a Team Leader – Fraud Accounts to manage a team of fraud analysts. This role involves monitoring account activities to prevent fraud, ensuring compliance with policies, and driving team performance to meet SLAs and KPIs. The ideal candidate must have at least 2 years of experience in Fraud Operations and possess strong analytical, communication, and leadership skills. This full-time position offers several employee benefits including health insurance.

Qualifications

• Minimum of 2 years experience in Fraud Operations/Risk Management within BPO.
• Strong understanding of fraud detection tools and monitoring systems.
• Excellent analytical and decision-making skills.
• Excellent communication and leadership skills.

Responsibilities

• Manage a team of Fraud Analysts handling fraud cases.
• Monitor daily team performance.
• Ensure accurate investigation of fraud alerts.
• Conduct quality audits and provide feedback.
• Handle escalations and complex fraud cases.
• Maintain compliance with client guidelines and policies.
• Prepare performance reports.
• Identify process improvements to reduce losses and boost efficiency.
• Coordinate with Risk, Compliance, Operations, and client stakeholders.

Skills

Fraud detection tools

Analytical skills

Decision-making skills

Leadership skills

Communication skills

Education

At least 2nd year College completed or College graduate

Tools

Fraud detection tools

Job description

RSD Human Resource Management Consultancy

On-site - Muntinlupa 1-3 years experience Diploma Full-time

Job Description

Job Summary:

The Team Leader – Fraud Accounts is responsible for managing a team of fraud analysts within a BPO environment. The role focuses on monitoring account activities, preventing fraudulent transactions, ensuring compliance with client policies, and driving team performance to meet service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

• Lead, coach, and mentor a team of Fraud Analysts handling account-related fraud cases.
• Monitor daily team performance.
• Ensure accurate and timely investigation of suspicious transactions and fraud alerts.
• Review flagged accounts and make decisions on account actions (block, suspend, elevate).
• Conduct regular quality audits and provide feedback for improvement.
• Handle escalations and complex fraud cases.
• Maintain compliance with client guidelines, regulatory requirements, and internal policies.
• Prepare daily, weekly, and monthly performance reports.
• Conduct team huddles, performance reviews, and one-on-one meetings.
• Identify process improvement opportunities to reduce fraud losses and improve efficiency.
• Coordinate with internal departments (Risk, Compliance, Operations) and client stakeholders.

Required Qualifications:

• At least 2nd year College completed with no back subjects or College graduate.
• At least 2 years of experience in Fraud Operations / Risk Management within BPO.
• Strong understanding of fraud detection tools and monitoring systems.
• Excellent analytical and decision-making skills.
• Strong communication and leadership skills.

Benefits

• Employee Recognition and Rewards: Performance Bonus, Incentives
• Government Mandated Benefits
• Insurance & Health & Wellness: Health Insurance, Life Insurance, HMO

Working Location

Muntinlupa