Posted 27 May, 2026
Lead Assistant Manager-Back-End/Voice/Customer Service -Fraud Investigation
ExlService Holdings, Inc.
Gurugram, Haryana, India
Full Time
Reference: 218_689623_5130
- 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.
- Bachelor's 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.
