Retail Banking Fraud Case Manager

1 week ago

Singapore beBeeFraud Full time $800,000 - $1,000,000
Role Overview

The primary goal of this role is to manage customer care management fraud cases in a retail banking setting. This involves being the single point of contact for customers regarding scam reports on their accounts, including handling appeals and complaints.

  • Collaborate with the Fraud Team to ensure timely resolution of escalated cases.
  • Collect and assess information from customers to determine the validity of appeal cases.
  • Review and evaluate appeal cases based on established guidelines and approval matrices.
  • Provide empathetic support to affected customers, explaining Bank resolution outcomes and the appeals process.
  • Maintain accurate records of customer interactions and provide ongoing status updates.
Key Responsibilities
  1. Develop and implement effective strategies to mitigate financial losses due to fraud.
  2. Utilize analytical skills to identify trends and patterns in fraudulent activity.
  3. Collaborate with internal stakeholders to improve processes and procedures related to fraud prevention.
  4. Stay up-to-date with industry regulations and emerging threats in the field of retail banking and fraud prevention.
Requirements
  • Bachelor's Degree in a relevant field.
  • Minimum 5-6 years of experience in customer service, fraud prevention, or claims handling in retail banking.
  • Strong understanding of retail banking products, fraud detection systems, and financial regulations.
  • Excellent verbal and written communication skills, with ability to communicate complex information effectively.
  • Exceptional problem-solving abilities and attention to detail, with strong analytical skills.
  • Proficiency in using CRM systems, case management tools, and office software.
  • Ability to handle sensitive customer situations with empathy and professionalism.
  • Commitment to providing exceptional customer service and maintaining high levels of integrity.
Desirable Skills
  • Experience working with CRM systems and case management tools.
  • Knowledge of financial regulations and industry standards.
  • Ability to analyze data and identify trends and patterns.
  • Strong leadership and team collaboration skills.

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