Manage the day-to-day activities of the Fraud Agents (working shifts 24/7) who will detect and prevent fraud (inbound and outbound).
Manage the day-to-day activities of Fraud Administration Agents who will investigate and recover losses incurred due to fraud reported on customer bank accounts (online / card fraud).
Provide excellent customer service to cardholders, merchants, internal and external stakeholders.
Ensure that fraud alerts on the fraud monitoring systems are actioned promptly.
Complete administration on fraud incidents reported to minimize losses and maximize recoveries.
Coordinate and participate in testing new functionality affecting fraud operations.
Manage employees by ensuring continuous communication, feedback, and motivation.
Willing to work after hours or weekends when required.
Monitor process performance daily and define corrective / preventive / improvement opportunities.
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