Are you passionate about fraud detection and ensuring smooth operational processes? We are looking for a proactive and communicative Fraud Monitoring Consultant to join our Fraud Operations team.
In this role, you will focus on monitoring fraud alerts, optimizing daily operations, and collaborating with internal teams to ensure the highest level of efficiency and fraud mitigation. If you have strong analytical skills, a customer-focused approach, and the ability to work independently, this is an exciting opportunity to make an impact in the field of fraud monitoring.
Your Responsibilities:
- Closely aligned with the rest of Monitoring team to optimize deliveries and time for all priorities
- Keeps updated on Fraud and False positive trends and use insights in alert handling
- Optimize Average Handling Time (AHT) on alerts to have best possible ration between
Misjudgments and False positives
- Ensures handling of inquiries in SPOC setup
- Owning the Robotics Responsible Person role
- Communicates all relevant information to the team and stakeholders via Teams setup
- Escalates operational matters when needed
- Assists on Consumer Protection Services (CPS) updates and tasks
- Handles customer escalation issues when needed through deactivation of specific rules or ensuring action on mitigating fraud
- Uses Power BI dashboard to the extent needed to optimize alert monitoring and potential input for rules and CPS
- Handling 2nd line of support on phone line
