Fraud and Scam Resolution Specialist

2 weeks ago

Singapore beBeeCustomerCare Full time $4,000 - $6,000
Job Description

As a dedicated and empathetic customer advocate, you will play a pivotal role in assisting customers who have fallen victim to fraud or scam activity on their retail banking accounts. Your exceptional communication skills, combined with a passion for delivering top-notch customer service, will make all the difference in ensuring that each case is treated with the utmost care and attention to detail.

Key responsibilities include:

  • Serving as a single point of contact for customers reporting scam activity on their deposit accounts, including initial reporting, investigation, and subsequent appeal/complaint interactions.
  • Overseeing end-to-end resolution/support of escalated scam cases, encompassing complaints, appeals, and information gathering.
  • Collecting pertinent information from customers, including financial and medical situations, to facilitate the assessment of appeal cases.
  • Reviewing and assessing appeal cases eligible for consideration under goodwill payouts based on a framework and approval matrix.
  • Providing compassionate assistance to customers, addressing emotional and financial concerns related to affected individuals.
  • Communicating clearly and concisely with customers, explaining complex processes and resolving issues efficiently.
Required Skills and Qualifications

To excel in this role, you should possess:

  • Strong communication and interpersonal skills, with the ability to empathize with customers.
  • A deep understanding of retail banking products and services.
  • Excellent problem-solving and analytical skills, with the ability to navigate complex scenarios.
  • Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Benefits

As a valued member of our team, you can expect:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
Other

This role requires a unique blend of technical expertise, business acumen, and interpersonal skills. If you are passionate about delivering exceptional customer service and navigating complex scenarios, we encourage you to apply.

Keyword: CustomerCare

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