Lead Assistant Manager-Back-End/Voice/Customer Service

EXL

4 - 9 years

4 - 8 Lacs

gurugram

Posted:5 days ago| Platform:

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Skills Required

outbound loans administration service level management systems investigation credit cards customer service back office operations crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Should have 4+ years experience of operation management in fraud and risk investigation and customer service process
Experience in Managing team of 10+ employees in blended process of voice and back office operations
Build strong team relationship within and across teams
Ensuring compliance with regulatory standards
Ensuring compliance with company/client policies and guidelines

Bachelors degree required (B
Com or BBA) preferably in Commerce stream
Good English Comprehension Skills
Preference will be given to people 4+ years experience of operation management in fraud and risk investigation and customer service process

Analyzing team performance, manage all administrative task and provide coaching and feedback to team to deliver strong results
Monitors numerous real-time queues relates to Application Fraud, Transactional Reviews, Debit/Credit Card Fraud, Check Deposits, ACH/Check returns, as well as the review of any/all related suspicious activity across all products (checking/savings, credit cards, loans and Investment accounts)
Responsible for all aspects of reviews as it relates to lending and credit card applications, account openings, fraud referrals, and the review of transactional activity; inbound/outbound calls to confirm activity
Using departmental policies determines if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled on the largest dollar amounts
Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved with little or no supervision
Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements
Conducts analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
Preparing weekly/monthly dashboard and reporting for Senior Leadership Team

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