Team Member-Customer Experience-HO & SUPPORT-Customer 360

Job Description

Role involves monitoring and investigating debit card complaints, ensuring compliance with regulatory guidelines and enabling timely resolution of fraud incidents. The candidate will work closely with internal teams, external entities and customers to manage fraud complaints, recover disputed transactions and strengthen fraud prevention mechanisms.

Requirements:

• 2+ years experience in banking/fraud operations
• Strong analytical, communication and follow-up skills
• Proficient in MS Excel, Word & PowerPoint
• Knowledge of debit card frauds and regulatory norms
• Detail-oriented, proactive and risk-aware
• Communication skill : Kannada, Hindi and English

Key Responsibilities:

• Monitor and investigate suspicious debit card transactions complaints
• Ensure compliance with regulatory guidelines on fraud handling
• Handle customer complaints, recovery of funds and send rejection/closure communications
• Taking up for Shadow credit for eligible cases
• Track unusual events and ensure timely closure of cases
• Raise alerts and coordinate with branches and other banks for CCTV images / footage
• Prepare MIS reports and dashboards
• Update NPCI & DOT and manage internal/external communications
• Suggest process improvements based on fraud complaints received on monthly basis