Customer Service Manager for Fraud Cases
7 days ago
Job Overview
We are seeking a highly skilled Customer Service Manager for Fraud Cases to join our team.
Key Responsibilities- Act as the primary point of contact for customers reporting fraudulent activities on their retail banking accounts.
- Oversee the end-to-end resolution of escalated scam cases, ensuring timely and effective communication with customers.
- Collect and assess information from customers to determine appeal case eligibility.
- Review and evaluate appeal cases for potential goodwill payouts based on established frameworks and approval matrices.
- Provide empathetic support to affected customers, explaining bank resolution outcomes and the appeals process in a clear and concise manner.
- Maintain accurate records of customer interactions, including updates on case status.
- Collaborate with the Fraud Team to share relevant information and ensure seamless case management.
- Bachelor's Degree in a relevant field.
- A minimum of 5-6 years of experience in customer service, fraud prevention, or claims handling within retail banking.
- Familiarity with retail banking products, fraud detection systems, and financial regulations is essential.
- Excellent verbal and written communication skills, with the ability to adapt to sensitive customer situations.
- Strong problem-solving abilities and attention to detail are necessary for documenting cases accurately.
- Proficiency in CRM systems, case management tools, and office software is required.
- Demonstrated commitment to providing exceptional customer service and a strong focus on delivering results.
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