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Senior Manager, Contact Centre Fraud and Scam
2 months ago
About the Role
The Senior Manager, Contact Centre Fraud and Scam will lead the Contact Centre Fraud and Scam team, responsible for managing Fraud/Scam cases reported by customers via the direct Fraud/Scam hotline and other channels.
Key Responsibilities
- Lead the Contact Centre Fraud and Scam team to ensure team members complete follow-ups with internal and external parties to resolve Fraud/Scam requests/feedback promptly within the established service turnaround time.
- Ensure respective business owners acknowledge escalation requests and resolve the customers' requests promptly within the established service turnaround time.
- Monitor Business Unit and Servicing Unit adherence to rules, regulations, and procedures and escalate to respective senior management promptly.
- Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend, and support the implementation of various initiatives for the improvement on Fraud/Scam related processes and procedures.
- Understand market fraud methods and situations, and constantly review existing processes as needed.
- Responsible to guide the team members in identifying and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
- Review reports on scam cases reported daily, weekly, and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
- Handling of escalation cases with care and speed through coordination with Business Unit and Servicing Unit.
Requirements
- At least 15 years of relevant experience with a minimum 3 years of experience as team manager with Fraud and Scam related handling experience.
- Good knowledge of banking process, products, and systems.
- Good written and spoken communication skills in English, with ability to influence and persuade stakeholders.
- Possess excellent telephone, active listening, and strong interpersonal skills, resourceful and able to work independently and as a team.
- A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
- Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- High level of accuracy and attention to detail.
- Personal resilience and ability to perform effectively in a pressurized environment with a positive 'can do' attitude and a positive attitude to change.
- Highly motivated self-starter with initiative and showcases strong leadership skills.
