Fraud Analyst

Job Description

Job Title : Fraud Analyst Location : Noida To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues related to fraud concerns.To ensure the quality of output and accuracy of information is maintainedWhat will you be doing Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score) Process transactions in accordance to approved process and procedures, international regulations and within pre-agreed service levels and with speed/accuracy Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules May have the authority to release and verify funds across a variety of systems used by the department. Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer Adhere to organizational wide information security policies and procedures. Assist Team Manager / Process Expert in administration of the section, including organising workflow, queue management and query resolution Adhere to quality control discipline, procedures and checks at all times Day to day query resolution, with upward escalation of more complex queries to the management team Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc in time and with complete information, in which effort is made to prevent or limit possible damage/fraud. Responsible for driving own performance management, collating relevant documentation, preparing for and arranging self-performance reviews Thorough solution of queries & identify improvements to processes Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions Knowledge of risk awareness, audit disciplines and controlsWhat we re looking for : Under-Graduate/Graduate/Post-Graduate in any discipline (Fresher s applicable however preferably Graduate Fresher). Relevant years of experience would be preferred. Experience of working in a customer facing service environment Effective communication skills Good typing skills (25-30 word per minute)Skills that will help you in the role Achieving high standards and delivering results with accuracy and attention to detail Flexibility in hours of work and ability to work in changing shifts patternsWhere will you be working NoidaBe More at Barclays At Barclays, each day is about being more as a professional, and as a person. Be More @ Barclays represents our core promise to all current and future employees. It s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose and Values We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term.Our Values Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyones contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them.Our Diversity We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. Our Benefits Our customers are unique. The same goes for our colleagues. Thats why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.,

Keyskills :
service levelservice levelsquality controlquery resolutionequipment supplyqueue managementcustomer experiencephotographic memory