Customer Protection Team - Associate

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Customer Protection Team Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric 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-centric experience while mitigating risks and ensuring compliance.

Duties and Responsibilities:

• Review transactions and all available information to understand our customers while respecting all identities.
  
• Make customer-centric 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.

Qualifications:

Soft Skills

• Excellent written and verbal English communication skills
• B2 speaking proficiency following CEFR standards
• B1 writing proficiency following CEFR standards
• Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
• Critical thinking and decision-processing skills.
• Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
• Demonstrates flexibility to work overtime based on business needs
• Must be willing to work onsite (Yerawada, Pune, Maharashtra).
• Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

Typing speed of at least 30 WPM.

Experience in using multiple web tools is a must.

Good internet and computer navigation skills.

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 Bachelor’s College Degree.

A Bachelor's Degree in Management, Finance, Business or related fields is an advantage.

Candidates must be of legal working age.