Job description

Job Description

• Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns.
• Verify the authenticity and completeness of cases before escalating to relevant teams, adhering to internal fraud investigation protocols and maintaining high service standards.
• Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents.
• Track and monitor case progress, ensuring all actions are completed within defined service turnaround times.
• Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements.
• Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis.
• Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers.
• Ensure compliance with relevant regulations and industry best practices in the handling of scam-related incidents.
• Demonstrate empathy, professionalism, and discretion when managing sensitive customer issues, contributing to a positive and reassuring service experience.

Job Requirements:

• Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.
• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre, financial services environment, fraud investigation or law enforcement.
• Fresh entry with a strong willingness to learn and a customer-first mindset are also encouraged to apply.
• Familiarity with fraud case management systems and regulatory compliance is a plus.
• Detail-oriented with good analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Candidates with multilingual capabilities are preferred.
• Ability to work under pressure and manage multiple cases simultaneously.
• Intermediate computer skills, including proficiency in Microsoft Office and secure data handling practices.
• Willingness to work shifts, weekends, public holidays, and perform overtime when required.

Additional Requirements