We are hiring for Customer Support Representative (Voice Process)

Qualification: Under-grad/Graduate/Postgraduate

Experience: 6months-3 Years (6months exp in Customer support mandatory)

Notice period: Immediate

Work location: Manikonda, Hyderabad

Working days: 5 Days Work & 2 Days Off

Salary: Decent hike on LCTC (Max budget 3.75LPA)

Work Schedule: Rotational Shifts & Rotational Week off

Cab facility: 1 way cab provided

Roles & Responsibilities:

- Mentored junior reviewers on AML/KYC best practices and compliance standards.
- Monitoring money laundering patterns and raise alerts for chargebacks and suspicious activity reports.

*Address customer issues promptly, providing effective solutions that enhance customer satisfaction and trust.

Key Responsibilities

1. Transaction Monitoring & Fraud Detection

- Monitor real-time money transfers and historical customer transaction patterns to identify indicators of Account Takeover (ATO), stolen identity usage, friendly fraud, and money mule activity.
- Review flagged transactions to determine legitimacy and make accurate Approve, Decline, or Suspend decisions based on internal risk rules and regulatory standards.
- Investigate payment disputes and chargebacks, analyzing user behavior and transaction logs to minimize financial loss.

2.



Customer Verification & Due Diligence (KYC / CDD / EDD)

- Perform Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) on high-risk customer profiles, high-value transactions, or suspicious activity alerts.
- Conduct Watchlist, Sanctions (OFAC), and Politically Exposed Persons (PEP) screening to ensure global compliance.
- Validate government-issued IDs, proof of address, source of funds, and authenticity documents during customer account verifications.

3. Investigation, Investigation Tools & Escalations

- Utilize industry-standard research and risk platforms including LexisNexis, SWIFT, Ekata, and internal risk monitoring dashboards to gather intelligence during investigations.
- Conduct inbound/outbound customer or banking contact when necessary to verify legitimate account usage and request additional documentation.
- Prepare comprehensive, audit-ready case documentation detailing investigative findings, evidence, and final decision reasoning.
- Escalate complex financial crime, AML/CTF, or SAR-eligible (Suspicious Activity Report) cases to second-level compliance and specialized risk operations teams.

Exp. into relevant field can share your updated CV to [email protected] POC - MEGHANA - (phone hidden)

📌 Walk-in Drive For International Voice Process (Hyderabad)
🏢 Sutherland
📍 Hyderabad